About Calico Energy

Founded in 2010, Calico Energy provides trusted technical products and services for utilities and their partners. Working across the energy sector, we have solved some of the industry’s most complex energy data aggregation and usage system problems. Today, we continue to pursue big challenges, providing strategic and technical solutions to market needs. Utilibridge™, our whole building benchmarking application, is an industry-leading solution that addresses one of the sector’s largest opportunities for reducing energy consumption nationwide.

Calico offers competitive compensation and benefits including employee equity, bonus potential, insurance plans with employer cost sharing at 100% of employee and 50% of dependent costs, a 401k plan, paid holidays and an unlimited paid time off plan.   

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

About the role

Product Support Specialist | 25-35 hours/week | $35-$40/hour | Eligible for Benefits

Calico is a growing company looking for a full-time (25-35 hours/week) Product Support Specialist who will be responsible for providing technical and analytical support across multiple client accounts and their end users. This role focuses on diagnosing and resolving application and data-related issues, partnering closely with Product and Engineering teams, and serving as a knowledgeable resource for both internal stakeholders and external clients. The Product Support Specialist is expected to operate with a high degree of independence, technical curiosity, and customer focus.  

You are a collaborative self-starter. You love working with and care about helping people and finding solutions. You consistently communicate and follow up with stakeholders. Ideally you want to grow in your experience with customer service and software product development. 

What you'll do

• Provide day-to-day support for multiple client accounts and their end users
• Operate with a high degree of autonomy while ensuring timely escalation of issues

• Investigate, troubleshoot, and resolve user-reported issues, including reviewing data discrepancies and validating system outputs 

• Own the issue resolution process from initial intake through resolution, ensuring timely communication and adherence to SLAs, escalating as needed 

• Collaborate with Product and Engineering team members to identify, diagnose, and reproduce issues, and assist with testing fixes and new features 

• Analyze user data to identify trends or patterns that can be addressed by new features, policies, or procedures 

• Use basic SQL queries for troubleshooting and ad hoc reporting 

• Maintain the user guides and customer support knowledge base associated with our products and conduct training sessions and demonstrations as needed 

• Develop and continuously strengthen subject matter expertise in assigned products, features, workflows, and underlying business or technical concepts to serve as a trusted internal and external resource 

• Stay current on applicable ordinances, regulations, or policies within each client’s service territory and apply that knowledge when supporting users 

Qualifications

Required Qualifications: 

• 2-4 years of experience in an analyst, technical support, or client-facing technical role 

• Experience supporting multiple clients or stakeholders simultaneously in a fast-paced environment 

• Strong troubleshooting skills with the ability to analyze application behavior and data issues 

• Working knowledge of SQL, including the ability to write basic queries for data validation and analysis 

• Experience listening to others and communicating in a collaborative way 

• Ability to meet deadlines, handle and prioritize simultaneous requests, and deliver quality results 

• Experience generating and maintaining documentation 

• Analytical mindset with the ability to evaluate data, identify trends, prioritize information, and draw meaningful insights 

Desired Qualifications: 

• Excellent communication skills 

• Excellent organizational skills 

• Experience with B2B software support 

• Exposure to the energy / utility space or commercial real estate 

• Exposure to regulatory, compliance, or ordinance-based environments