Associate Technical Product Specialist

Job Title:              Associate Technical Product Specialist

Role Type:            Part-time

Location:              Hybrid | Commutable 10-15 minutes from Boston, MA

Requirement:        Ability to be on-site within 20 minutes for urgent needs.

Duration:               6-months with opportunity for full-time permanent role

COMPANY OVERVIEW:

Dryv, LLC (part of the BRI ecosystem) is a locally owned and operated technology startup bringing convenient and innovative transportation to urban living. Dryv offers residents a sustainable way to access energy efficient transportation without the burden of owning a car. Dryv is a self-service rental car solution integrated with private multi-unit residential buildings.

JOB SUMMARY:

Join a growing technology company delivering exclusive, autonomous electric vehicle (EV) sharing services to premier residential communities. This role will support daily operations by acting as a liaison between our users, our mobile application, our back-end management system, and our technical engineering team. Great opportunity for real-world exposure to modern, scaled software (SaaS) development practices across disciplines.

KEY RESPONSIBILITIES:

Technical & Administrative Platform Support 

• Help troubleshoot & resolve issues related to Dryv mobile app functionality, vehicle access and functionality, and [ChargePoint] charging station and charging station app functionality.
• Help report basic technical bugs to the engineering team with clear notes in chronology and with supporting materials (screenshots, pictures, screen recordings, etc.)
• Escalate complex technical bugs to the Executive team with clear notes in chronology, and with supporting materials (screenshots, pictures, screen recordings, etc.)
• Document recurring issues to help improve future software updates.
• Assist with managing user accounts using our proprietary back-end web application.
• Monitor vehicle status alerts to ensure vehicle/fleet health and availability.
• Keep a pulse on the market for new technologies and the competitive landscape.

Omnichannel Customer Support Assistant and User Onboarding & Liaison

• Assist in fielding incoming inquiries via web chat, text messages, phone, and email, as needed.
• Act as the voice of the company for residential community members.
• Guide users through the mobile application onboarding process, as needed.
• Verify user profiles set up properly to ensure compliance with company requirements and bill paying.

Administrative Support

• Develop and maintain documents (user guides, customer communications, etc. as it relates to the technical product.)

Qualifications 

• Experience: Currently pursuing or recent graduate of a degree in Computer Science, Information Technology, Engineering, Business or a related quantitative field. 
• Aptitude: Strong understanding of software development life cycles (SDLC), APIs, system architecture, or basic coding languages. Tech-savvy with the proven ability to learn new systems rapidly.
• Communication: Exceptional verbal and written communication skills to bridge the gap between highly technical development teams and non-technical business stakeholders. Strong interpersonal skills with a patient, customer-first mindset; ability to maintain composure in difficult and confusing situations.
• Problem-solving: skills to handle real-time user and vehicle issues.
• Tools: Familiarity with product management and agile tracking platforms (e.g. Jira, Confluence) is a plus. 
• Passions: Interest in clean technology, autonomous vehicles, or smart cities.

What You Will Learn

• How to balance technical feasibility with user experience (UX) and market demands.
• How to make roadmap decisions driven by real-world data and user research.
• Firsthand exposure to modern, scaled SaaS development practices.
• Omnichannel view of Operations, Technical Product Management, UX, Customer Service, Marketing and Sales.

Potential:             Direct opportunity for full-time hire based on performance.

Hours/week:           Variable, expected 10-16 as business requires (“business” includes bookings, it is expected that a representative is available throughout the entirety of users booking; on-call hours are part of this role).

Compensation:        Hourly