---
title: 'Customer Support Specialist (Pacific time zone) at Buzz Solutions'
canonical: 'https://feeny.ai/job/customer-support-specialist-pacific-time-zone-buzz-solutions-west-coast-6pgv2szmdm5h'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Support Specialist (Pacific time zone) at Buzz Solutions

- **Company:** Buzz Solutions
- **Location:** West Coast
- **Work type:** remote
- **Posted:** 2026-10-13
- **Last confirmed live:** 2026-10-18
- **Apply:** https://job-boards.greenhouse.io/buzzsolutions/jobs/5451236008

## Job description

Buzz Solutions builds AI-powered platforms — including PowerAI and PowerGUARD — that help electric utility clients inspect, monitor, and maintain critical infrastructure. As a Customer Support Specialist on our Solutions team, you'll be the primary point of contact for customers reaching out with technical questions and issues. You'll field inbound support requests (primarily via email, managed as Salesforce cases, with some phone support), troubleshoot technical problems, and partner closely with Engineering to get customers unblocked — all while helping build the documentation and processes that make our support function stronger over time.

## Key Responsibilities

- Serve as the primary point of contact for inbound customer support requests, primarily via email (handled as Salesforce cases) with some phone support
- Troubleshoot and resolve technical issues raised by customers, applying strong tech support skills to diagnose root causes
- Escalate unresolved or complex issues to Engineering, including creating detailed Jira tickets and replicating reported bugs
- Own and report on key support metrics: CSAT, first response time, and total resolution time
- Create and maintain support documentation and processes (in SharePoint/Microsoft 365 and Confluence) to improve consistency and efficiency across the team
- Communicate clearly and professionally with customers in both written and verbal form, translating technical concepts for audiences with varying levels of technical expertise
- Collaborate cross-functionally with the Solutions team and Engineering to ensure customer issues are resolved thoroughly and on time

Required Qualifications

- 3-4+ years of experience in customer support or technical support
- Strong technical troubleshooting skills and comfort learning new software platforms
- Experience using Jira for issue tracking and bug replication
- Excellent written and verbal communication skills
- Experience creating and maintaining support documentation and processes
- Proficiency with Microsoft 365 tools
- Strong prioritization skills and ability to manage multiple open cases at once
- Customer-focused mindset with strong problem-solving ability

## Preferred Skills

- Experience with Salesforce (Case Management/Service Cloud)
- Experience with AI tooling (Claude, GPT, etc.)
- Familiarity with Confluence

Buzz Solutions does not provide sponsorship for work authorization in the United States at this time.

Buzz Solutions is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected classification as defined by law.

## About Buzz Solutions

## Company Overview
- **One-liner**: Buzz Solutions provides an AI-powered platform that analyzes aerial imagery from drones, helicopters, and ground crews to detect faults and anomalies on transmission, distribution, substation, and solar infrastructure, helping utilities prevent outages and wildfires.
- **Entity Type**: Private (venture-backed; total funding $9.5M across 5 rounds, most recent $5M in February 2024)
- **Headquarters**: Palo Alto, California, United States
- **Founded**: 2017
- **Founders**: Kaitlyn Albertoli (CEO & Co-Founder) and Vikhyat Chaudhry (COO & CTO, Co-Founder)

## Core Business
- **Primary industry**: Utilities / Energy infrastructure inspection
- **Target customers**: B2B – electric utilities (transmission, distribution, substation operators, solar farm owners), large power companies
- **Mission statement**: “To safeguard the world’s energy infrastructure” – proactively identifying and fixing hazards before they cause wildfires, forced shutdowns, or power outages.

## Products & Services
- **PowerAI (Platform)**: A SaaS platform that ingests visual data (helicopter, drone, lineman-captured images) and applies computer vision to detect component defects, vegetation risks, and anomalies. Modules cover Distribution, Transmission, Substations, and Solar. Capabilities include thermal + RGB analysis, GIS mapping, and integration with Esri, Maximo, and Skydio.
- **PowerAI Video Analytics (Substation Security)**: AI-based live monitoring of existing CCTV feeds for intrusion, person-down, smoke/fire, insulator defects, and thermal alerts – runs 24/7 with no new cameras needed.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Annual revenue of $3.8M (LinkedIn estimate); Total funding $9.5M
- **Notable Investors/Partners**: Investors include GoPoint Ventures (led $5M round), Blackhorn Ventures. Partners include Esri (Silver Partner), Skydio, Maximo.
- **Growth Signals**:
  - 40 employees (+22% YoY headcount growth)
  - Customers: Dominion Energy (47,000 structures analyzed), New York Power Authority, AEP Texas (88,000 images cleared in one season), Ameren (scaling solar from 510 MW to 2,500 MW by 2030)
  - PowerAI 2.0 launched in January 2025
  - 85%+ detection accuracy in field, processing speed of 0.6 seconds per image vs. 1–2 minutes manually

## Competitive Advantages
- **Domain-specific AI**: Trained on utility infrastructure data, mimicking veteran lineworker expertise – reads insulator types, paint conditions, hardware anomalies.
- **Speed & Scale**: Processes tens of thousands of images in hours, reducing analysis time by up to 70%.
- **Proven ROI**: Case studies show 6 months saved on wildfire mitigation programs, 4.9× faster site inspections, >75% time savings per site.
- **Integration ecosystem**: Works natively with Esri GIS, Maximo asset management, and Skydio drone fleet.

## Strategic Focus
- Accelerate adoption of AI-based inspections across more utilities (transmission, distribution, substations, solar).
- Expand substation security monitoring with live video analytics.
- Scale solar inspection capabilities in line with utility renewable targets.
- Continue building out partner network (Esri, ARCOS) and product integrations.

## Why Work Here
- **Mission-driven**: Work that directly prevents wildfires, outages, and grid failures – tangible environmental and safety impact.
- **Remote-first**: All open roles are remote (US-based, with some roles open to remote globally).
- **Engineering culture**: Building end-to-end ML products and pipelines; roles include Computer Vision & ML Engineer, Applied ML Platform Engineer, Senior Full Stack Engineer, QA Engineer.
- **Startup growth**: Venture-funded with proven traction; headcount growing 22% YoY; 11 active job postings as of mid-2025.
- **Team**: Talented, passionate, hardworking engineers and product managers; collaborative environment with opportunities to own significant pieces of the platform.

## Sources
1. [buzzsolutions.co](https://www.buzzsolutions.co/) – Product overview, customer case studies, performance metrics
2. [buzzsolutions.co/about](https://www.buzzsolutions.co/about/) – Mission, founding story, team
3. [buzzsolutions.co/careers](https://www.buzzsolutions.co/careers/) – Open roles, culture description
4. [job-boards.greenhouse.io/buzzsolutions](http://job-boards.greenhouse.io/buzzsolutions) – Current job listings (11 roles)
5. [linkedin.com/company/buzzsolutionsinc](https://www.linkedin.com/company/buzzsolutionsinc.) – Employee count, revenue, funding, headcount growth, locations

## Other roles at Buzz Solutions

- [Director of Partnerships](https://feeny.ai/job/director-of-partnerships-buzz-solutions-remote-v8vrn3eqgsgb)
- [Recruiting & People Operations Coordinator](https://feeny.ai/job/recruiting-people-operations-coordinator-buzz-solutions-united-states-0knwvyny2r28) — United States
- [Head of Customer Success](https://feeny.ai/job/head-of-customer-success-buzz-solutions-remote-dpwwmq93x211)
- [Senior Forward Deployed Engineer](https://feeny.ai/job/senior-forward-deployed-engineer-buzz-solutions-united-states-vcxmjj6d133t) — United States
- [Senior Account Executive (West)](https://feeny.ai/job/senior-account-executive-west-buzz-solutions-remote-ngkkasx5rk2e)
- [Senior Computer Vision & Machine Learning Engineer](https://feeny.ai/job/senior-computer-vision-machine-learning-engineer-buzz-solutions-united-states-5hsjret4zgj9) — United States
- [Customer Success Manager (Southeast)](https://feeny.ai/job/customer-success-manager-southeast-buzz-solutions-remote-bh837fevzwfw)
- [Vice President of Marketing](https://feeny.ai/job/vice-president-of-marketing-buzz-solutions-united-states-xkvcygkdzr6p) — United States
- [General Application - Join our Talent Community](https://feeny.ai/job/general-application-join-our-talent-community-buzz-solutions-united-states-xzbdgycstr1c) — United States
- [Controller](https://feeny.ai/job/controller-buzz-solutions-united-states-75r74waq7zz3) — United States