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
- 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
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