Technical Support Engineer solar or adjacent industry

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 and delivers excellent customer service with problem escalation or resolution support. 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 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 next‑level Tier support team members.
• Strives toward 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 the Environment, Health, Safety, and Quality Standards, Rules and Regulations.
• Handles transactions, returns, and exchanges (RMA’s).

• Engineering degree or diploma, preferably Electrical or Electronics.
• Work experience in technical support or a call center.
• Excellent communication skills in English plus two relevant European languages (Italian, Dutch, Spanish).
• Excellent diagnostic capabilities, analytical skills, and ability to work in a team under pressure.
• Excellent skills preparing technical support reports.
• Understanding and awareness of customer needs and willingness to act on the urgency of requests.
• Strong 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.