Technical Support Engineer solar or adjacent industry

Technical Support Engineer

Provides Tier 1 first‑line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products. Reports to the Technical Team Lead. Responsibilities

• Provides technical support to field engineers, technicians, and product support personnel diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first‑line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Provides technical support to TCL | SunPower Dealers and Homeowners during and after installation & commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances.
• Troubleshoots installations via phone, email, and live chat.
• Logs all customer transactions and interactions in the Customer Relations Management System and follows up assigned cases until resolution is confirmed by the Dealer.
• Escalates calls as necessary to the next level Tier support team members.
• Strives to meet group and individual metrics and targets, including phone response, first‑call resolution, customer complaints, and quarterly key performance indicators.
• Performs other functions as may be assigned.
• Complies at all times with Environment, Health, Safety, and Quality Standards, Rules and Regulations.
• Handles transactions returns/exchanges (RMA’s).

Related Experience & Educational Requirements

• Engineering Degree / diploma or similar (preferably Electrical or Electronics).
• Work experience in Technical Support or Call Center.
• Excellent communication skills in English + 2 relevant languages of Europe (Italian, Dutch, Spanish).
• Excellent diagnostic capabilities, analytical skills, able to work in a team and under pressure.
• Excellent skills preparing technical support reports.
• Understanding and awareness of customer needs and willingness to act on the urgency of requests.
• Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes, and procedures, product knowledge and quality.
• Systematic problem‑solving, planning, prioritization, and goal setting.

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