(Founding) Technical Operations Engineer

About Enode

At Enode, our mission is to accelerate the transition to a sustainable energy system by connecting and optimizing the world’s energy devices. A fully renewable energy system is dependent on flexible demand that can adapt to the intermittent supply from wind and solar. To create this flexibility, we need to connect to and control the fast-growing demand coming from electric vehicles, heat pumps and other energy hardware. This is what we’re doing at Enode. Our APIs power the next generation of green energy apps, with our customers representing over 250 million consumers worldwide. Yet, we’re still at the start of our journey, and we want exceptional people to join us.

About the role

Enode’s customers can use our product to connect with over 1,000 different energy devices via the cloud, and we are looking to hire our first Technical Operations Engineer to help us manage the customer support, scaling, and operational challenges that come with working with so many devices.

As first-of-a-kind founding hire on our Customer Success team, you’ll be our first support engineering hire with a broader mandate to also improve internal operations for a critical aspect of Enode. You’ll work directly with customers and internal stakeholders to ensure we can efficiently help everyone understand how Enode’s supported devices work and troubleshoot issues when they come up.

You will:

• Act as an owner for all aspects of support engineering at Enode

• Directly engage with customers to troubleshoot specific device issues in addition to owning the end-to-end systems, tools, and processes to improve how we provide device support

• Work cross functionally with Customer Success, Customer Engineering, and Product Engineering to drive successful support resolutions for customers

• Leverage your technical skills to read device logs and code to diagnose support issues and build improvements to our support workflows. You might work within our existing platform (Retool) or help us build entirely new operational processes using the latest technologies like AI & LLMs

• Become a domain expert on the types of energy hardware devices Enode supports

• Ensure Enode’s internal & external documentation of how energy hardware devices function under-the-hood is accurate and up-to-date

• Own the end-to-end operation of efforts that ensure Enode has on-demand access to test with the devices we support

About you

We’re looking for someone who has:

• Excellent customer-facing skills and experience providing support to customers via async channels (e.g., Zendesk, email) and synchronous meetings (e.g., Zoom calls)

• Experience leading 0-to-1 projects or teams and a proven track record of establishing new functions and processes, ideally within a fast-growing startup

• Experience with querying and analyzing application log data or can quickly learn how to do so (e.g., via CloudWatch Log Insights, Splunk, etc.)

• Some exposure to coding and basic SQL, though it may not have been your official job

• A proven track record of cross-functional collaboration to build new processes that improve operational efficiency, ideally at a fast-growing startup

• A meticulous sense of organization and an innate curiosity for how things in the real world work

What we offer

• A stimulating, fun, and caring work environment with high drive and ambition

• Opportunity to join an early-stage climate tech startup with global aspirations

• Competitive compensation, including a very attractive employee option program

• Unlimited PTO & flexible working schedule

• A remote-first setup

• Stipend for setting up your home office & co-working space

• Regular off-sites with the team in exciting locations 🌍

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Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.