Customer Success Technician
Full-time Employee
New Jersey
New York
Starts
ASAP
Other Requirements
Must have a valid drivers license and reliable vehicle
Job Description
Our Company
Andrena is a next-generation Internet Service Provider. We partner with large real estate property owners and managers to deliver a property-wide connectivity solution while also offering low-cost, high-speed Internet for their residents. Andrena provides a unique and disruptive user experience: no hardware is required in any household and tenants can sign up and have their personal network in 3 minutes from moving in.
The Role
Andrena is seeking a tech-savvy, hands-on, and customer-first Customer Success Technician to join our team in the field. As the face of Andrena, you’ll provide high-touch support to new and existing users during service installations, troubleshooting, and follow-ups. You’ll work on-site at properties we serve, ensuring customers are set up for success with a strong connection and a smooth experience.
You’re a great fit if you’re resourceful, organized, and enjoy solving problems while working directly with people. You should be just as comfortable running cables or configuring devices as you are walking a resident through how to use their Wi-Fi.
What You’ll Do
Serve as the main point of contact for installations, activations, and technical support for Andrena customers in the field
Troubleshoot and resolve internet connectivity issues on-site (wired and wireless)
Support customer onboarding by walking users through how to get online and stay online
Work closely with our Network Operations Center to escalate complex network issues
Track and document on-site visits, installations, and recurring issues using internal tools like Airtable
Manage customer expectations and communicate outages, updates, or service changes
Collaborate with Customer Success, Engineering, and Marketing teams to relay user feedback and improve our processes
Provide assistance with billing or payment issues, appointment scheduling, and follow-up support as needed
Participate in cross-functional projects and occasional marketing support requests
Assist field maintenance team, maintaining and upgrading network
Minimum Qualifications
2+ years in customer support, field technician, or help desk roles
Strong troubleshooting skills with Wi-Fi, networking, and general hardware
Self-starter who thrives in the field and can manage multiple tasks independently
Excellent communication and interpersonal skills; empathetic and patient with customers
Proficiency in networking infrastructure, including Ethernet and coaxial termination, diagnostics, and testing
Comfortable working with their hands and working on rooftops
Install networking equipment under guidance
Install wireless antennas and radios
Pull, route, and label fiber or CAT6 cable
Install support structures for cabling and wireless equipment
Has access to a car to get to/from project sites (travel and tolls are reimbursed)
Relevant certifications: OSHA 30, A+, CCNA
Able to lift up to 40 lbs, climb ladders, and work safely in various weather conditions
Familiarity with Slack, Google Workspace, Airtable, Zendesk (or similar tools)
Fluent in English; Spanish fluency is a strong plus
Reliable internet connection and quiet workspace for remote admin tasks
Preferred Qualifications
Experience working in a startup or fast-growing tech company
A strong interest in networking and internet technologies
You consider a tool shed a playground and love figuring out how systems work
Schedule and Work Hours
Tuesday-Saturday
Job Location
Onsite at customer locations
Compensation Package
$24-28+/hr
Flexible PTO
401k in compensation package after 90 days
Andrena provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. For additional information on Andrena, please visit www.andrena.com
Andrena is a next-generation Internet Service Provider. We partner with large real estate property owners and managers to deliver a property-wide connectivity solution while also offering low-cost, high-speed Internet for their residents. Andrena provides a unique and disruptive user experience: no hardware is required in any household and tenants can sign up and have their personal network in 3 minutes from moving in.
The Role
Andrena is seeking a tech-savvy, hands-on, and customer-first Customer Success Technician to join our team in the field. As the face of Andrena, you’ll provide high-touch support to new and existing users during service installations, troubleshooting, and follow-ups. You’ll work on-site at properties we serve, ensuring customers are set up for success with a strong connection and a smooth experience.
You’re a great fit if you’re resourceful, organized, and enjoy solving problems while working directly with people. You should be just as comfortable running cables or configuring devices as you are walking a resident through how to use their Wi-Fi.
What You’ll Do
Serve as the main point of contact for installations, activations, and technical support for Andrena customers in the field
Troubleshoot and resolve internet connectivity issues on-site (wired and wireless)
Support customer onboarding by walking users through how to get online and stay online
Work closely with our Network Operations Center to escalate complex network issues
Track and document on-site visits, installations, and recurring issues using internal tools like Airtable
Manage customer expectations and communicate outages, updates, or service changes
Collaborate with Customer Success, Engineering, and Marketing teams to relay user feedback and improve our processes
Provide assistance with billing or payment issues, appointment scheduling, and follow-up support as needed
Participate in cross-functional projects and occasional marketing support requests
Assist field maintenance team, maintaining and upgrading network
Minimum Qualifications
2+ years in customer support, field technician, or help desk roles
Strong troubleshooting skills with Wi-Fi, networking, and general hardware
Self-starter who thrives in the field and can manage multiple tasks independently
Excellent communication and interpersonal skills; empathetic and patient with customers
Proficiency in networking infrastructure, including Ethernet and coaxial termination, diagnostics, and testing
Comfortable working with their hands and working on rooftops
Install networking equipment under guidance
Install wireless antennas and radios
Pull, route, and label fiber or CAT6 cable
Install support structures for cabling and wireless equipment
Has access to a car to get to/from project sites (travel and tolls are reimbursed)
Relevant certifications: OSHA 30, A+, CCNA
Able to lift up to 40 lbs, climb ladders, and work safely in various weather conditions
Familiarity with Slack, Google Workspace, Airtable, Zendesk (or similar tools)
Fluent in English; Spanish fluency is a strong plus
Reliable internet connection and quiet workspace for remote admin tasks
Preferred Qualifications
Experience working in a startup or fast-growing tech company
A strong interest in networking and internet technologies
You consider a tool shed a playground and love figuring out how systems work
Schedule and Work Hours
Tuesday-Saturday
Job Location
Onsite at customer locations
Compensation Package
$24-28+/hr
Flexible PTO
401k in compensation package after 90 days
Andrena provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. For additional information on Andrena, please visit www.andrena.com
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About Us
Andrena is a next-generation Internet Service Provider. We partner with large real estate property owners and managers to deliver a property-wide connectivity solution while also offering low-cost, high-speed Internet for their residents. Andrena provides a unique and disruptive user experience: no hardware is required in any household and tenants can sign up and have their personal network in 3 minutes from moving in.
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