*Position may sit out of Austin, TX, Buffalo, NY or Henderson, NV*
What You’ll Do
Follow bestpractices working through group-based ticketing queues and live chat helprequests in case handling, follow-up, and documenting interactions or and workperformed with great detail
Understandand troubleshoot proprietary power electronics systems, their supportingcomponents, and software logs
Read andunderstand single-line diagrams as they pertain to PV and storage systems aswell as load and meter component placement
Utilizecommand line interface to connect to devices, download logs and edit text files(Linux, SSH, SCP, VI)
Collaboratewith engineering teams to assist in root cause analysis (RCA) efforts
Identifytrending issues, collect information and report findings to leadership andengineering teams
Identifyprocess and knowledge gaps and submit feedback that leads to better trainingand resources
What You’ll Bring
Bachelor's Degree in a Technical, Engineering or Computer Science field or equivalentexperience, or a minimum of 5+ yearsexperience in a Tier 2 or Technical Support Engineer role
Understandingof electrical theory (e.g., metering, energy flow, power factor, and phaserotation) with emphasis on AC/DC power systems or other electronic systems,devices and components
Strongknowledge of OSI and TCP/IP networking concepts with practical experience introubleshooting networking equipment and configurations.
Experienceusing Linux, SSH, or other terminal/command line interface for varioustasks
Experienceand understanding of customer service, technical support, and engineeringenvironments
Ability toindependently make decisions, prioritize workflows according to multiplecriteria, and solve problems with limited direction
Structuredand professional written and verbal interpersonal communication skills