Technical Support Lead

Noda began in 2018 on a mission to make buildings more sustainable, buildings account for 39% of global carbon emissions and we’re creating real solutions to impact this!

We have amazing products solving real world problems. Our AI-powered SaaS platform collects, combines and analyses millions of data points from buildings through best-in-class IoT sensors, delivering real-time intelligence for the commercial real estate and property sector. Come and join us in the US, UK or Canada and help drive our mission forward.

We operate in a startup environment where the sky’s the limit and hustle, creativity, and independent problem-solving are rewarded. Everything moves fast, including our priorities. You’ll have ownership and the opportunity to make a real impact – and amazing teammates supporting you every step of the way.

About the Role

Noda’s energy optimization solutions rely on a variety of hardware and software, including IoT devices, smart meters, and sensors, for data ingestion. Data fidelity and uptime are critical to delivering our product and ensuring a positive customer experience. As the Technical Support Lead, you will play a key role in monitoring the performance of our deployed network of IoT devices, while overseeing all internal support processes. This includes collaborating closely with cross-functional teams—such as Product and Engineering—to track data integrity and improve resolution times.

The IoT hardware fleet consists of 3rd party software integrations, networks of sensors, and integrations with building automation systems (BAS) that collect real-time data from commercial real estate assets worldwide.

In this remote role, you will oversee the support team and coordinate with external contractors and customer facility teams to troubleshoot connectivity and data quality issues onsite. Internally, you will work closely with Support, Deployment, Product, and Hardware teams to ensure effective issue resolution and continual improvement of our service offerings.

The Challenge

While we have a robust set of SOPs to guide you, the diverse and unique built environments in which we deploy our solutions present a range of challenges. Some support cases may be straightforward and resolved quickly, while others will require critical thinking and creative problem-solving to diagnose and address more complex issues.

As the Technical Support Lead, you’ll not only be responsible for troubleshooting and resolving technical issues, but also for managing and developing a team of support specialists. The ideal candidate will thrive in a leadership role, where they can motivate and guide their team through training, process improvement, and daily support challenges. Strong management skills, paired with a passion for problem-solving and a deep empathy for customers, will be essential in ensuring the success of your team and the satisfaction of our clients.

What you’ll be doing

1. Team Leadership : Manage a team of 2 Tier 1 support specialists, ensuring that data fidelity issues are identified and resolved efficiently.
2. Device Monitoring : Continuously monitor the health of IoT devices across customer sites to quickly identify offline devices and data anomalies.
3. System Tools : Leverage internal and third-party tools (e.g., our web application, vendor tools, reporting systems) to diagnose and resolve connectivity and data quality issues.
4. Proactive Resolution : Work with the Product team to develop and implement tools that automatically detect and resolve data quality issues.
5. Troubleshooting : Troubleshoot and restore connectivity for offline devices, using internal systems to trigger remote diagnostics.
6. Customer Outreach : Conduct outbound communications to customers when issues cannot be resolved remotely, using platforms such as Salesforce and Intercom.
7. Inbound Support : Handle inbound customer inquiries regarding troubleshooting offline devices and resolving data quality issues.
8. Escalation Management : Escalate complex issues to relevant internal teams (e.g., technical support, hardware vendors) for resolution.
9. Collaboration : Work cross-functionally with teams like Product, Engineering, and Hardware Fleet Management to ensure successful issue resolution.
10. Reporting : Monitor key performance indicators (e.g., ticket volume, response times, resolution rate, CSAT), providing visibility to the business on effectiveness of the Support function and identifying areas for improvements in our product and operations.

What you will need

1. Engineering Degree preferred or relevant experience (required)
2. Experience with building automation systems, & MEP systems (very beneficial)
3. Project management experience (PMP beneficial)
4. Specific Industry Knowledge: Understanding of energy management solutions or sustainability initiatives in sectors like hospitality or commercial real estate (beneficial)
5. Communication Skills/customer service: Excellent verbal and written communication skills. Ability to engage and build trust with diverse stakeholders, from onsite staff to corporate executives (required)
6. Tech-Savvy: Comfortable using CRM software (Salesforce preferred), G suite, virtual meeting platforms, third party hardware platforms such as Balena is advantageous
7. Adaptability: Ability to work in a fast-paced, dynamic startup environment. Self-motivated, with a solution-oriented mindset

What will make you stand out

This role requires someone who is not only technically adept but also capable of managing a team, collaborating and building processes across departments, and offering clear communication to customers. You’ll have the opportunity to own and build your team. If you’re passionate about problem-solving, building efficient systems, and supporting the delivery of innovative energy optimization solutions, we want to hear from you!

Working hours
Monday to Friday – 09:00 – 17:30 Eastern Standard Time

• Fully remote
• US or Canada preferred

Why we think you’ll love it here

1. Huge responsibility and fascinating challenges – you’ll be joining us early on in our journey, with plenty of autonomy and room to develop your role.
2. Fully remote company: we have offices in London, Ottawa and Washington DC available for employees, but most of us work fully remotely. We also do in-person team and company get-togethers throughout the year.
3. Joining a fast-growing team of brilliant people building solutions at the forefront of smart building technology!

We offer a great work environment, a clear development path, and many tangible benefits, here just a handful:

1. Office in London, Ottawa and Washington DC to use when you like
2. Enhanced paternity, maternity and adoption leave
3. Competitive salary and equity participation
4. Medical, dental and vision care plans
5. Short term disability, life plans
6. Pet Insurance
7. 401k- 50% match of up to 6% of the employee contribution
8. Pension
9. Highly flexible and autonomous working
10. Monthly paid personal development days
11. Annual paid volunteer day to help out a charity of your choice

Come save the world with us!
Feel good about your work: Noda is actively helping big companies reduce their environmental footprint. We also offset everyone’s carbon footprint.

We’re flexible: We encourage remote working and offer flexible working hours to everyone.

We’re passionate: everyone is passionate about the mission and how the work we do helps our planet.

Work with great people: work alongside incredibly talented and supportive individuals within a small but mighty workforce.

And we’ll do everything we can to support you during your application. If you need us to make any adjustments to your recruitment process, speak to our recruitment team who will be happy to support you.

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