SolarEdge Technical Service Engineer Tier3 

Israel, Tel Aviv District 

600992672

Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

The position is located in Herzeliya

What you'll be doing in this position:

• Working closely with the different R&D departments and Product teams in order to resolve complex technical issues raised from global service organization.
• Participating in product definitions, testing and integration.
• Investigating and analyzing the company's large scale install base.
• Work continuously to increase the junior support engineers technical knowledge by conducting weekly trainings including reviewing escalated cases, technical concepts and troubleshooting procedures.
• Provide product training to junior support engineers and act as a mentor for them.
• Create and revise the service origination troubleshooting procedures and technical knowledgebase and sharing that information with the entire Support organization.
• Ensure that all levels the customer support are informed and are current with the service origination troubleshooting procedures, technical knowledge and product enhancements/ latest releases by working closely with R&D, Q&R and the Product teams.
• Provide “on-site” support and trainings to global customers as needed.
• Maintaining required product environments for the entire Customer Support organization.
• The escalation point for Tier 3 troubleshooting issues being escalated from Tier 1 & 2 support staff globally.
• Ensure customer and partners inquiries are responded professionally- within established timeframes and that customer care and technical support service levels are achieved.