Technical Support Engineer

Description

• Use internal software to communicate with installation partners via phone, live-chat or email, ensuring correct categorization and definition of issues, and correct use of internal support systems (i.e. Tier 3 escalation tickets, RMA tickets etc.).
• Provide Lunar lab, remote, on-the-job, and continuing education training for Lunar channel partners and internal staff.
• Educate Building and Safety departments (AHJs) and secure first permits for the Lunar System in any given region.
• Help identify areas of most common installer errors or system issues, and propose training, design, software, and/or hardware that can mitigate these.
• Be in the Lunar Head Office providing remote (phone, live-chat, email) support.
• Work closely with other Lunar internal teams and our installer partners to troubleshoot and resolve technical field issues in a timely manner, ensuring high quality installations and customer satisfaction.
• Interpret data and report on key metrics, providing insight and suggestions for improvement.
• Take ownership of issues or questions and escalate problems to the appropriate persons and follow up accordingly with the customer.
• Be available to assess and approve RMAs in the field.
• Be coordinating with the field team (FSEs) to determine which sites to attend and ensuring site visits are supported remotely.
• Serve as a subject matter expert on the installation of all Lunar products.
• Maintain a fleet of service vans, ensuring they are adequately stocked with tools and hardware, and ensuring they are kept clean and tidy and have regular stock checks.
• Troubleshoot and perform root-cause analysis, both remotely and sometimes on-site.

Requirements

• Proficiency in Microsoft Office and / or G-Suite with ability to create and use spreadsheets, word document and presentations
• Understands interconnection activities, building & safety department processes and basic construction principles.
• Ability to interpret single line drawings, permit packages and technical specifications for PV (required), ESS (required) and EVSE (desired) systems.
• Ability to climb ladders.
• Ability to work in outdoor weather conditions including but not limited to: excessive noise, extreme heat, extreme cold, wet environment, and humidity.
• Ability to distinguish colors such as red, black, yellow, white, green.
• Ability to work within a high-performance, cross-functional organization with extremely tight timelines and aggressive goals.
• Excellent written, verbal communication and presentation skills
• Willingness to work non-routine work hours (including weekends and public holidays) when required.
• Knowledge of the NEC and applicable codes and standards.
• Ability to work in the sun and possibly low light conditions.
• 5+ years of relevant industry experience and knowledge in the design and installation of residential solar, battery and/or EV charging products.
• Degree in engineering or applicable equivalent technical field experience.
• Ability to read graphs with device telemetry and spot anomalies in large data sets.
• Ability to hear verbal commands and warnings.
• Ability to work on rooftops with various angles and surfaces which requires frequent bending, twisting, squatting, climbing, kneeling, crawling, turning, standing, and balance.
• Must maintain a clean driving record with the ability to pass a driving background check.
• Ability to troubleshoot complex electrical problems.
• Ability to work within the safe range of equipment such as ladders, fall protection harnesses and other personal protective equipment.
• Ability to work in confined spaces such as attics, basements, and crawl spaces which requires kneeling and crouching.
• Valid state or local Electrical Journeyman certification or license preferred
• Adheres to company safety policies and procedures including ability to identify and report safety hazards, and the ability to encourage others to work safely.
• Ability to transport materials and equipment to complete assigned job tasks (up to 50 lb frequently and up to 100 lb with assistance).
• Flexible towards traveling locally and nationally while focusing primarily on your local region (where the installers and sites are located).
• Ability to frequently utilize hand functions requiring fine motor skills, including but not limited to: fine manipulation, grasping, and pinching.

Benefits

• Medical, dental, and vision insurance for employees and dependents
• Paid parental leave for all full time employees including 12 weeks paid parental leave for the birthing mother and 6 weeks paid parental leave for the non-birthing parent
• Flexible Paid Time Off plus 10 paid holidays
• Subsidized EV charging and pre-tax commuter benefits
• Tax deferred 401(k) plan

Training + Development

Interview process

Visa Sponsorship

Security clearance