Technical Support Engineer - Residential Solar

Job Summary

Key Responsibilities

• Provide advanced post-sales support via phone, email, remote diagnostics, and on-site visits for residential ESS products.
• Diagnose root causes and drive issues to resolution with customers, installers, distributors, and service partners.
• Develop and deliver installation, commissioning, and troubleshooting training and certification programs for installers and partners.
• Create technical bulletins and knowledge base content.
• Train internal Sales, Support, and RMA teams on new products.
• Reproduce field issues in a controlled environment, validate new products and firmware releases, and support engineering with verification and reliability testing for product launches.
• Own the technical evaluation and resolution of RMA cases, coordinating with repair centers and internal teams.
• Identify recurring failure patterns and drive corrective and preventive actions with Quality and Engineering.
• Create and maintain troubleshooting guides, FAQs, installation manuals, and service procedures.
• Collect and analyze feedback from installers, distributors, and end users, and partner with Product Management and Engineering to prioritize field-driven product improvements.
• Stay current with codes, standards, and certification requirements; monitor utility and incentive programs (e.g., SGIP, VPP) and provide technical input to support product qualification and new business opportunities.

Required Qualifications

• Bachelor's degree in Electrical Engineering or a related field, or equivalent practical experience.
• 0–3 years of experience in technical support, field service, applications, test, or product/quality engineering.
• Recent graduates with strong relevant internships or projects are encouraged to apply.
• Solid grasp of electrical fundamentals with hands-on troubleshooting ability.
• Strong written and verbal communication, with confidence working directly with customers and partners.
• Self-motivated team player with strong analytical, problem-solving, and project management skills.
• Fluent in English and Mandarin (a plus).