Customer Service Technician (FST Tech)

About Ting Labs

We’re on a mission to save lives and property, leading the next wave in smart home technology and fire prevention with Ting. This intelligent sensor and concierge service monitors a home’s electrical network to detect hazards that often lead to catastrophic fires.

While preventing fires inside homes, Ting also helps monitor the electrical grid, contributing to increased community fire safety and reducing environmental impact. We’re steadfastly addressing the long-underserved realm of electrical fire prevention with leading-edge technology and entering the next stage of our growth.

About the Role

Joining Ting Labs means becoming part of a dynamic company where every team member plays a vital role in executing our mission. The FST Customer Service Technician is pivotal in ensuring the efficiency and effectiveness of our fire safety solutions.

As an FST Tech, you will blend technical expertise with customer service to support and advance Ting's fire safety operations. This remote, full-time role requires occasional travel for training and team meetings.

Job Duties

• Respond to customer inquiries after Ting fire hazard cases are initiated, using case hazard mitigation plans and troubleshooting guidance

• Customer engagement and follow-up to ensure prompt responses and gather information for case resolution

• Perform Tier 1 troubleshooting with customers using decision-tree workflows and scripts; complete case closeout activities when resolved

• Escalate Tier 2+ cases to FST Engineers after Tier 1 objectives are completed

• Flexible work schedule including nights, weekends, and holidays; occasional travel for training and team meetings

• Teamwork and liaison between customers, engineers, and Ting Labs team members to ensure seamless service delivery

• Signal and pattern recognition to identify electrical fire hazard signals in graphical data and communicate findings to customers

• Accurate note-taking in systems to ensure continuity across team members without repeating troubleshooting steps

• Continuous improvement by creating and maintaining documentation for training, workflows, and customer communication

Requirements

• Minimum 2 years of experience in technical support, customer service, or related field

• Education/experience in technical troubleshooting, electrical systems, or fire safety is an advantage

• Excellent communication and interpersonal skills, able to articulate complex technical information clearly

• Strong team player with flexibility to adapt to rotating schedules and startup demands

• Proven troubleshooting skills with a methodical approach to problem-solving

What We Offer

• Competitive salary + equity

• The ability to make, own, and carry out decisions

• Health, dental, and vision insurance

• 401(k) with company match