Position Summary The Technical Support Engineer serves as the Level 3 troubleshooting lead for OEM Energy Home products. This role is responsible for diagnosing complex technical issues, guiding real-time troubleshooting forums, leading root cause investigations, and driving resolution across customer support, engineering, quality, installer, and supplier teams.
This role is also accountable for turning technical learnings into scalable knowledge. The engineer will create technical bulletins, troubleshooting one-pagers, service guidance, installation manual updates, and troubleshooting manuals to improve operational efficiency and customer outcomes.
Key Responsibilities Advanced Technical TroubleshootingIssue Resolution
- Serve as the primary Level 3 technical escalation resource for OEM Energy Home customer and installation issues.
- Lead live troubleshooting forums with Technical Advisors, customer tech support teams, engineering, quality, suppliers, installers, and other stakeholders.
- Diagnose complex issues involving home energy products, EV charging equipment, energy storage, commissioning, connectivity, software behavior, mobile app interactions, and integrated system performance.
- Review diagnostic data, installation details, system logs, photos, telemetry, case history, and supplier or engineering inputs to identify likely root cause.
- Drive issue containment, resolution planning, corrective actions, and closure recommendations for escalated technical concerns.
- Help establish consistent troubleshooting paths, escalation criteria, and issue resolution expectations across support channels.
Product Quality and Continuous Improvement
- Partner with engineering, quality, field operations, suppliers, installers, and support teams to resolve complex product issues and align corrective actions.
- Act as the technical bridge between customer-facing support teams and internal product organizations.
- Represent field, customer, and support learnings in product design reviews, quality reviews, launch readiness discussions, and issue prevention activities.
- Use field and support data to identify recurring issues, documentation gaps, training needs, diagnostic tool requirements, and customer experience improvements.
- Promote continuous improvement focused on faster resolution, stronger product reliability, better serviceability, and improved support efficiency.
Technical DocumentationKnowledge Management
- Create and maintain technical bulletins that communicate known issues, diagnostic steps, repair guidance, and containment actions.
- Develop concise troubleshooting one-pagers, decision trees, quick-reference guides, and support playbooks for Technical Advisors and customer support teams.