Technical Support Specialist I

Job Description

Job Description

Title: Technical Support Specialist I

Hours: Full-time, 7:00 AM – 4:00 PM MST

Location: Midvale, UT (On-site with occasional remote flexibility) #LI-Onsite

Reports to: Customer Service Manager, Operations

Compensation: A base hourly salary of $20–$23, depending on candidate experience.

Our Benefits:

• Comprehensive Healthcare Coverage: Medical, dental, and vision plans with BioLite covering 90–100% of monthly premiums, depending on plan selection.
• 401(k) with Employer Match: We help you invest in your future through a company match on your 401(k) contributions.
• Paid Time Off: Paid holidays, vacation, sick time, and family leave to support work-life balance.
• Equity & Bonus Opportunities: Community bonus plan and stock option eligibility for all full-time employees.
• Adventure Stipend (after two years): Matched travel stipend and PTO to go on an adventure that aligns with BioLite's mission of bringing energy everywhere — whether that's outdoor recreation, climate action, or social impact.
• Employee Product Discount: Employees enjoy generous discounts on BioLite and Goal Zero products.

This Role:

We're looking for someone who's naturally curious about how things work and enjoys solving problems.

As a Technical Support Specialist I, you'll help customers troubleshoot BioLite and Goal Zero products, resolve technical issues, and deliver an exceptional customer experience. From portable power stations and solar panels to lighting and cooking products, you'll become a trusted resource for customers while building deep technical knowledge across our product portfolio.

You'll own customer issues from first contact through resolution, balancing empathy with sound technical troubleshooting. You'll collaborate closely with teammates and other departments, continue expanding your product expertise, and help improve the way we support our customers every day.

You Will:

• See It through: Manage customer cases by phone and email (using Zendesk) from first contact through to final resolution, including processing warranty claims, replacements, and returns.
• Build & Share Product Expertise: Develop deep technical knowledge across the BioLite and Goal Zero products to independently solve problems and maintain internal support documentation.
• Connect and Clarify: Maintain clear, accurate, and empathetic communication with both customers and teammates, even during busy or time-sensitive periods.
• Be a Teammate: Partner with Engineering, Quality, Warehouse, and Operations to resolve complex technical issues and know when to escalate cases.
• Help Us Grow: Identify recurring customer issues and contribute to projects that improve our products, the customer experience, and how our team works.

You Have:

• 2+ years of experience in technical support, customer support, or another customer-facing role.
• Experience supporting consumer electronics, outdoor gear, or renewable energy products.
• Familiarity with Zendesk, Shopify, and NetSuite (or similar platforms).
• Strong critical thinking steps to diagnose complex technical issues.
• Curiosity to learn new tools, technologies, and technical concepts.

Grow With Us

Technical Support Specialist I is the first level in BioLite's Technical Support career path. As you deepen your product knowledge, strengthen your troubleshooting skills, and take on more complex technical challenges, you'll have opportunities to grow into advanced technical roles within Customer Support.

To Apply:

• Please include a cover letter explaining why you're a good fit for this position and PDF of your resume.
• You must hold current legal authorization to work in the U.S. for any employer. BioLite cannot sponsor or assume sponsorship of an employment visa for this position.

About BioLite:

BioLite and Goal Zero have joined forces to power life, anywhere. Together, we provide clean energy solutions that serve two distinct yet connected markets: families living in energy poverty and outdoor adventurers seeking fuel-independent power and light. From solar panels and portable power stations to cookstoves and lighting systems, our technologies help people cook, charge, and stay connected — whether at home, on the road, or off the grid. Rooted in innovation and motivated by impact, we're building a future where renewable energy is accessible to all.

We believe in a bright and safe future, and that includes life at work. BioLite and Goal Zero are proud to be an equal opportunity workplace where everyone is encouraged to show up as their full selves. We know that inclusion makes our solutions better and our team stronger.