remote
Technical Support Lead - Portable Electric
Software Engineer
Lead a high‑performing technical support team for industrial‑grade battery power stations, driving rapid issue resolution, customer satisfaction, and continuous improvement using remote diagnostics and Linux‑based systems.
About the role
Key Responsibilities
- Lead and mentor a team of technical support engineers, ensuring timely and effective resolution of customer issues.
- Oversee troubleshooting of power station hardware, firmware, and battery management systems, utilizing remote diagnostics and Linux‑based tools.
- Develop and maintain knowledge base articles, SOPs, and training materials to improve first‑time‑fix rates.
- Collaborate with engineering, product, and field teams to identify and prioritize recurring issues and product improvements.
- Analyze support metrics, generate reports, and present insights to senior leadership for continuous improvement.
Requirements
- 5+ years of technical support experience in a hardware or power electronics environment.
- Strong knowledge of battery technologies, power station architecture, and Linux operating systems.
- Excellent communication skills, with the ability to explain complex technical concepts to non‑technical stakeholders.
- Proficiency in remote support tools, ticketing systems, and data analysis.
- Leadership experience, with a track record of building and scaling high‑performing support teams.
Skills
customer supportlinux