Client Support Specialist (US EST Time Zone)

	 	 
Job Description

We’re seeking a Client Support Specialist to join our Client Experience team and to help us with consistent client support and tracking of all issues related to our products in the US Time Zone. Our mission is to give our clients the best experience possible, every day. To do that, we depend on our team of talented, ambitious people who share our passion for excellence.  
We’re a fast paced team where going the speed limit means getting left behind. 
WHAT YOU WILL DO

Learn about and master all KODE Labs products
Review support tickets, troubleshoot issues, and help clients directly on Tier 1 issues that can be addressed by this position
Track, communicate and coordinate all issues that are reported internally
Timely follow-up with clients/internally to update that their reported issues are being worked on or have been resolved 
Write guides and how-to articles on all KODE products, to use as resources for client support, ticket resolution and user onboarding
Identify responsible teams for escalation of higher tier tickets (i.e Product, Development, Network, etc)
Coordinate with Project Managers to gather insight into the status of tickets and timelines of resolution from the responsible teams
Implement KODE OS smart building platform at new or existing sites by integrating the technologies available in the building such as HVAC, Lighting, Fire, Indoor Air Quality, and more
Implement advanced features that allow for diagnostics and insights into a building’s HVAC, such as reports, visualizations, alarms and functional tests
Analyze and report product malfunctions (i.e by testing different scenarios or impersonating users)
Produce internal and client-facing reports of tickets and different support metrics

Requirements
WHAT YOU NEED TO SUCCEED


Excellent organizational, customer service, and communication skills

Readiness to work on US Time Zone (01:00 am-09:00am CET)

Strong time management skills, attention to detail and outstanding follow-up skills

Be excited and interested in building systems and building technology 

Versatility to work with many different personality types

Ability to learn engineering concepts and communicate them effectively

At least 1 year of client support experience with English-speaking clients

At least 1 year of experience with a ticketing system 

Preferred experience in support of a software product 

Ability to prioritize tasks to best meet team and organizational goals

Ability to work in a fast-paced environment and on multiple projects at once

Experience and enthusiasm to understand engineering and mechanical systems

Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Mechatronics or other related field is preferred


Benefits

Why Join KODE


Massive Impact: Your work directly informs the efficiency and sustainability efforts of some of the world's largest real estate portfolios, delivering tangible value that matters.
Real Ownership: You'll own the full lifecycle of energy data deployment, influencing data standards, product roadmaps, and client strategy.
Velocity & Support: We move fast and hold high standards, believing in continuous improvement and providing the resources needed to succeed.
Growth Trajectory: As the energy module scales rapidly, so will this role. You'll be a foundational member of the growing Mission Control team.
Merit-Driven Culture: Your results speak louder than your resume. Good ideas win, regardless of where they come from.



Benefits

Competitive salary based on experience
Discretionary Bonus Program
Career Development Program
Comprehensive Health Insurance Package
Dynamic team and challenging projects
Flexible Paid Time Off
Welcoming and friendly work environment
Regular social events and activities


Our Commitment
We're building a diverse team from different backgrounds, industries, and perspectives. We believe the best ideas come from varied experiences, and we're committed to creating an inclusive environment where everyone can do their best work.

You're encouraged to apply even if your experience doesn't perfectly match every requirement. We value problem-solving, adaptability, and strong communication just as much as industry-specific experience. Let's talk about what you can bring to KODE.