Technical Support Engineer solar or adjacent industry

Location: EMEA

The 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. The role reports to the Technical Team Lead and focuses on delivering excellent customer service and problem escalation or resolution support.

• Provides technical support to field engineers, technicians, and product support personnel who are 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 the installation and 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 towards meeting group and individual metrics and targets, including phone response, first‑call resolution, customer complaints, and individual 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.
• Manages transaction returns/exchanges (RMA’s).

• Engineering degree, diploma, or similar (preferably Electrical or Electronics).
• Work experience in Technical Support or a Call Center.
• Excellent communication skills in English and at least two relevant European languages (Italian, Dutch, Spanish).
• Strong diagnostic capabilities, analytical skills, and the ability to work in a team under pressure.
• Proficient in preparing technical support reports.
• Understanding and awareness of customer needs and willingness to act on urgent requests.
• Customer focus, attention to detail, continuous learning, decision making, and familiarity with policies, processes, and procedures.
• Systematic problem‑solving, planning, prioritization, and goal setting.