CX Technical Specialist
About Us
Here at Freight Farms, we believe that healthy food is a right, not a luxury. For this reason, we are dedicated to making fresh food accessible to anyone, anywhere, any time with a complete platform of products and services — the Greenery™ S, farmhand®, and Client Services — to empower our global community of partners. With this global infrastructure, we aim to revolutionize local access to food for a more sustainable future — not just in terms of the environment, but by also making communities more resilient and secure. Together with our team and network of farmers we hope to build a future-facing and inclusive world.
Job Summary
At Freight Farms, we’re on a mission to transform the global food system through innovative controlled-environment hydroponic farming technology, and our Customer Experience (CX) team is the heartbeat that makes this vision a reality. As a CX Technical Specialist, you’ll be at the forefront of helping farmers around the world operate and optimize their container farm systems, ensuring they achieve success every step of the way. This role combines technical support, customer success, and problem-solving - where your expertise will directly impact the day-to-day success of our farmers and the long-term growth of their businesses. We’re looking for a creative, solutions-oriented problem solver who thrives in a fast-paced, ever-changing environment. You’ll be responsible for onboarding new farmers, guiding them through every step of starting and running their farms, and solving the unique, often complex challenges that arise when working with innovative technology. If you enjoy learning new technologies, teaching others, and you want to impact the food system - we want to hear from you!
The ideal candidate will possess:
Excellent problem-solving skills and a tenacious approach to customer needs
Ability to explain complex processes to customers of varying skill levels and backgrounds
A desire to learn and get “hands-on” with hardware and software products
A can-do attitude and ability to follow through on complex requests
High EQ and ability to communicate with empathy and sensitivity
Excitement for learning new skills and taking on new challenges
An improvement mindset, with the desire to learn from challenges and prevent repeat occurrences
The Responsibilities:
Onboard and support new customers as they implement our cutting-edge farming technology, ensuring they are set up for success from day one
Provide phone and email support to solve operational issues and explain technical concepts in a clear, approachable way, helping farmers feel confident and empowered to use our technology
Utilize engineering documents, data analysis, and research to find solutions for hardware, software and crop-related issues
Solve problems by clarifying the customer's issue, determining root cause, providing clear steps to repair, and following up to ensure resolution
Build and maintain strong, long-term relationships with customers, becoming a technical expert and a trusted representative
Work collaboratively across departments to solve problems and provide user feedback to Design and QA teams for implementation in future products
Perform some manual work directly with company products (mechanical, electrical, plumbing)
Domestic and international travel may be required periodically
Skills & Qualifications
Requirements:
Excellent follow through on initiatives and consistency in communication
2 or more years experience in a technical support or comparable technical role OR 5+ years working in a non-technical customer-facing role.
Strong written and verbal communication skills
Resourcefulness and a willingness to creatively solve problems
Ability to work backward from a symptom to identify the source of an issue
Ability to handle multiple projects with varying priorities and management styles
Data analysis and synthesis
Commitment to company values
Preferred Qualifications:
Basic understanding of plant science
Experience with some or all of the following: hardware and software troubleshooting, reading electrical schematics, plumbing/irrigation systems, wired/wireless networks, programming logic controllers
Experience in basic IT communications (Slack, Zoom, Google Docs, HubSpot)
Engineering background strongly preferred
Additional Information:
Job Type: Full-time
Schedule: Monday to Friday
Work Location: Hybrid (In person T/W/Th | Remote M/F)
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance