We are looking for a tech-savvy, detail-oriented Technical Support Manager (TSM) to join our growing solar and renewable energy customer success team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective responses to support requests submitted via our Help Desk Portal. Additionally the TSM will be responsible for creating a variety of product support articles and videos to provide training on new and existing features to Scoop customers across the sustainable landscape including Solar, Wind, EV, Battery Storage etc.) Scoop Robotix is a rapidly expanding organization at the intersection of highly coveted technology and renewable industries and as such this position offers multiple avenues leading to expansion of skills and future leadership opportunities.
You are a troubleshooting expert and can handle a broad range of technical complications such as integration issues and unresponsive applications. You have a proven track record of providing timely and accurate responses to ticket requests.You are adept at creating knowledge based articles such as informational articles, how-tos, troubleshooting guides, and FAQs. You are at your very best when “in the flow” of working intensely towards achieving an audacious goal or outcome you believe in.You are known among colleagues as the type of person “who doesn’t miss anything”. You love working in a collaborative manner with internal colleagues across sales, and customer success to refine ideas and achieve the most effective solutions that drive tremendous value and make raving fans of customers. You welcome transparent feedback and coaching and accept this with empathy in service of what is best for the business. You get excited by the prospect of not only sharing your ideas and suggestions with the team but taking the proactive steps to put these ideas into practical, measurable tests - where you are able to collect data, evaluate the impact and help leadership justify further investment. Finally, you are a life-long learner and believe in having open, honest and candid conversations in service of personal and professional growth.
Scoop® Robotix was founded by industry veterans with extensive backgrounds in software engineering, field operations, robotics and artificial intelligence. In their careers, they experienced firsthand the challenges faced by field operation managers and field personnel grappling with office-bound tools that were not designed for today's highly distributed and mobile workforce. With the rapid growth of deskless workers (Google: 80% of the global workforce is now deskless and mobile) they made it their mission to develop a new approach to work software. Being equally passionate about the future of our planet they decided to focus their efforts where it mattered the most: helping fast-growing renewable energy and green infrastructure companies solve their growing field work challenges and scale faster. Today, Scoop is on a rapid growth trajectory with a commitment to building a world class team who share the same vision and passions.
Our flagship platform Scoop® is a zero-coding mobile work process management & automation platform (mPMA) where clients can configure their own Work Apps and Project Management Templates to facilitate work execution, management and automation. Companies use Scoop to engage their internal and external teams to efficiently execute work and achieve faster growth. Industry leading solar, battery storage and EV infrastructure companies use our technology platforms to automate and streamline their field work, facilitate real time communication, gather valuable data and provide visual analytic dashboards. Our second platform, GLOO™ is a powerful integration as a service or iPaaS platform with over 500 connectors to a wide array of world class cloud platforms. We use GLOO connectors and integration workflows to automate interactions between Scoop and across our customers' entire ecosystem of technologies. Our most recent platform, LOOXY™ builds on the promise of extracting actionable insights from the vast body of data gathered as a result of SCOOP and GLOO deployment and process automation.
  • Manage the Scoop Help Desk Ticketing System and respond to customer inquiries in a timely manner
  • Communicate issues to the internal team for resolution and follow up on open tickets
  • Organize and prioritize feature requests
  • Write help desk articles and record how-to videos to assist customers with common issues
  • Stay up to date with new products and features to accurately assist customers
  • Previous experience as a technical support specialist for a B2B software as a service company
  • Strong written communication skills
  • Proficiency with organizing, writing and formatting help articles including visuals and videos
  • Ability to multitask and prioritize tasks efficiently
  • Experience with help desk ticketing and customer knowledge base systems
  • Strong problem-solving skills and attention to detail
  • Nice to have: experience setting up support software such as Freshdesk and Intercom
  • Nice to have: experience with customer facing LMS software
  • Passionate entrepreneurial driven team with a clear mission.
  • A work environment that values you individually and your contribution as a team member.
  • The opportunity to be a part of a growing world-class team pushing the limits of technology, renewables and business strategy.
  • A culture and management style rooted in transparency, empathy, personal responsibility and team accountability.
  • Space to be creative, experiment and innovate.
  • Massive career growth and advancement opportunity as the team grows rapidly.
  • Company Audible account for continuous self-learning.
  • Focus on Customer Success
  • Build Deep Scalable Technology & Solutions
  • Good Design Matters
  • Quality, Quality, Quality
  • Don't Settle, Do Better
  • Find the way or make one
Our mission is to help new energy and green infrastructure companies become as healthy, efficient and profitable as possible. On a personal level we believe this is our best chance to have a meaningful impact on battling climate change - the most serious challenge of our generation.
All full-time employees are eligible for our comprehensive benefits program including full health, dental and vision coverage. Please note, due to the high volume of applicants, only those selected for interviews will be contacted.
  • Fastest Growing Industries: Scoop Robotix is at the intersection of exciting and rapidly growing industries namely intelligent automation technology and the renewables / sustainability sector. Gaining experience in these fields will be hugely valuable in terms of setting the right career trajectory and in relation to the future of the job market.
  • Sweetspot of Growth: Scoop is at that very attractive sweetspot whereby it has fully confirmed product-market fit but is at the beginning of the path to significantly grow the team. As such for the next 5-10 team members that will be joining the team and who have a leader mindset, this presents the most fertile ground floor opportunity for growth.
  • Global Mission: Scoop mission "powering the renewable energy / sustainable infrastructure workforce" is global and cross-industry. As such there is no limit to the depth and breadth of capabilities that we can build which translates to many interesting, exciting technical and business problems to solve with a variety of cutting edge technologies over time.
  • Deep Technology: Our founders proven industrial background is in developing valuable IP in the robotics, automation and intelligent algorithms to solve real world problems. Working at Scoop provides a front-row seat to building cutting edge technical and business solutions and the bragging rights that go with that.
  • Significant Career Upside: We believe strongly in early leader employees participating in the long term upside of the business. We provide this opportunity through granting of stock options and other financial performance bonuses.
  • Making an Impact: Last but definitely not the least, when you write a line of code or onboard a new customer or create a marketing campaign at Scoop Robotix you know it's not just a job but a mission that is making a positive impact in the world and this is what keeps us all energized and engaged!