Who We Are

IronRidge®, an Enstall® company, designs and manufactures structural hardware for residential and commercial solar systems. Under Enstall's corporate umbrella, along with EcoFasten, Quick Mount, and PanelClaw, we are part of the largest rooftop solar mounting and racking hardware group in the U.S. For over 20 years, we have worked closely with solar professionals to build strong, simple, and cost-effective products. IronRidge is NSF® Certified to ISO 9001, maintaining the highest of quality management standards.

What You'll Do

As a Technical Product Support Representative, working within the Technical Services and Training department at IronRidge, you will assist with technical questions on our solar racking products, including installations, configuration options, and field installation issues. Our Technical Support Representatives have a passion for solving problems and an interest in becoming an expert in IronRidge products and services.

IronRidge sells through a channel of distribution partners who supply our products to end users consisting of installation contractors and DIYers. This creates an opportunity to engage customers at multiple levels. Your initial responsibilities are to guide customers through technical inquiries regarding our products and services including design configurations, permitting, and installations.

Responsibilities include:

• Serve as the first point of contact for incoming technical service calls and emails.
• Become an expert in the application and performance of IronRidge's products and online Design Assistant tool to support external customers and internal team members.
• Maintain expert knowledge of the entire IronRidge product line and all supporting documentation including parts catalog, installation manuals, and engineering letters.
• Manage and categorize all technical inquiries using an internal ticketing system.
• Report on technical trends that facilitate development of new and continuous improvement of products and services.
• Participate in product training events for external customers and internal IronRidge teams. Efforts may include, online Design Assistant tool walk-through, virtual and in person product training, and assisting with hands on installer training.

What You'll Bring

• 1+ years of experience in customer-facing technical support role(s).
• Ability to work well under pressure and remain calm in stressful situations.
• Excellent written and verbal communication skills, including impeccable grammar and spelling.
• An outgoing, personable individual with a positive attitude who makes a good first impression with customers.
• An engaging and pleasant phone presence.
• Ability to be empathetic and see the situation from the customer's perspective.
• Exceptional organizational and time management skills with high attention to detail.
• Confidence with MS Office products (Outlook, Excel, Word) and similar programs.
• Experience in solar, residential, and commercial roofing construction, general contracting, or electrical installations is a plus.
• A working knowledge of Salesforce or other CRM is a plus.

Where You'll Be Located

This is a hybrid position (2 days/week in the office, or more when business needs dictate) based in our office in Hayward, CA. Consideration may be given to candidates who can sit in our Phoenix, AZ or North Andover, MA offices.

What We'll Offer

We offer competitive compensation determined by each individual's relevant experience, skills, education and location. We anticipate the base salary for this position to be between $70,000 and $85,000 annually, if located in the San Francisco Bay Area market. In addition to base salary, Enstall employees are eligible for either an annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

In addition to a competitive benefit package, we offer team members perks such as paid time off (PTO), a long-term incentive plan, 401(k) match, development opportunities, educational assistance, 12 observed company holidays, paid parental leave, and a collaborative, inclusive culture just to name a few.

Who We Hire

Enstall is a global organization and places high value on creating a diverse and inclusive workforce, providing equal opportunity for all applicants and staff. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state, or local laws.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at TalentTeam@enstall.com or by phone at 510-278-9353. Esdec will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

We encourage authenticity and invite you to join us each day just as you are.