Technical Support & Product Systems Engineer

Position Summary

We are seeking a hands-on technical problem solver to serve as the primary Level 3 escalation resource for customer and installer technical issues involving residential energy products, EV charging equipment, energy storage systems, and connected technologies. This role works closely with engineering, quality, field operations, suppliers, installers, and customer support teams to diagnose complex issues, improve product reliability, and enhance the overall customer experience.

The ideal candidate thrives in a fast-paced, cross-functional environment and enjoys solving challenging technical problems while driving continuous improvement.

Key Responsibilities

Technical Troubleshooting & Escalation

• Serve as the primary Level 3 technical escalation resource for customer and installation issues.
• Lead live troubleshooting sessions with Technical Advisors, customer support teams, engineering, quality, suppliers, installers, and other stakeholders.
• Diagnose complex issues involving residential energy products, EV charging equipment, energy storage systems, commissioning, connectivity, software behavior, mobile applications, and integrated system performance.
• Review diagnostic data, installation details, system logs, photos, telemetry, case history, and engineering or supplier inputs to determine root cause.
• Drive issue containment, corrective actions, resolution planning, and closure recommendations for escalated technical concerns.
• Establish consistent troubleshooting processes, escalation criteria, and resolution expectations across support teams.

Product Quality & Continuous Improvement

• Partner with engineering, quality, field operations, suppliers, installers, and support teams to resolve complex product issues and implement corrective actions.
• Serve as the technical liaison between customer-facing support teams and internal product organizations.
• Represent field learnings and customer feedback during product design reviews, quality reviews, launch readiness activities, and issue prevention initiatives.
• Analyze field and support data to identify recurring issues, documentation gaps, training opportunities, diagnostic tool improvements, and customer experience enhancements.
• Drive continuous improvement efforts focused on product reliability, serviceability, support efficiency, and faster issue resolution.

Technical Documentation & Knowledge Management

• Develop and maintain technical bulletins covering known issues, diagnostic procedures, repair guidance, and corrective actions.
• Create troubleshooting guides, decision trees, quick-reference materials, and support documentation for technical support teams.
• Support updates to installation manuals, troubleshooting guides, service procedures, and internal knowledge base articles.
• Translate complex engineering findings into clear, practical documentation that can be consistently applied by support teams.
• Ensure technical documentation reflects the latest product updates, engineering changes, issue resolutions, and lessons learned.

Field Investigation Support

• Travel as needed to support onsite investigations, supplier activities, product launches, validation events, and high-priority customer escalations.
• Provide onsite technical expertise when remote troubleshooting is insufficient.
• Document field observations, installation details, diagnostic findings, and customer impact to support root cause analysis and corrective actions.

Required Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Systems Engineering, Computer Engineering, or a related technical discipline, or equivalent practical experience.
• Experience diagnosing and resolving complex technical issues involving hardware, software, networking, commissioning, and integrated systems.
• Experience leading technical investigations and coordinating solutions across cross-functional teams.
• Strong understanding of electrical systems, power distribution, residential energy systems, EV charging infrastructure, energy storage, or distributed energy resources.
• Ability to translate complex technical information into clear guidance for support teams, installers, suppliers, and internal stakeholders.
• Excellent written, verbal, analytical, and presentation skills.
• Ability to influence decisions and drive issue resolution without direct authority.
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
• Willingness to travel approximately 5–10% as needed.
• Experience supporting residential e