Support Engineer

Runwise is looking for a Support Engineer to join one of the fastest-growing energy tech companies in the US. Runwise has offices in New York and Boston but is a remote-first product and engineering company, and has been since its creation. 

Runwise (www.runwise.com) is a fast-paced, customer-focused climate-tech startup that controls and runs the key energy systems (heating, water, etc…) in 7500+ buildings throughout the US. Runwise’s unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. As of today, Runwise’s technology takes the equivalent of 80,000 cars worth of carbon emissions off the road each year.

Responsibilities will include, but are not limited to:

• Provide technical support to customer support teams and field technicians, guiding on questions and tasks
• Analyze software-generated logs, cross-reference with observed issues, and develop solutions to resolve problems
• Review code that produces logs to understand both its intended functionality and points of failure
• Maintain clear written and spoken communication until the issue is fully resolved
• Prioritize incoming support requests effectively
• Collaborate with software and hardware engineers as needed to clarify questions
• Manage tools for efficient log analysis and data extraction
• Track and categorize support issues to recommend long-term solutions for software and hardware teams
• Propose continuous improvements to enhance the support process

Who you are:

• Experienced in resolving customer-facing technical issues
• Strong communicator, able to engage with both technical and non-technical audiences
• Knowledgeable in computer systems, networks, and mobile devices
• Proficient with OSX or Linux terminal, SSH, log file analysis, and scripting languages such as Bash or Python

Your experience includes:

• Working as a solutions or customer support engineer
• Having worked or interned in a position that required analytical problem-solving skills
• Courses or self-taught experience with computer scripting languages 
• Analyzing causes and effects and finding the root cause of problems

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate, clean environment technology and software/managed services sales at a very fast growing tech company, whilst having a tangible impact on reducing carbon emissions across the country.

Salary: $75,000-$90,000 (varied on experience and market rate)

What you believe: 

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having a tangible impact on reducing carbon emissions across the country.