Lead Solar Engineer - Technical Support

About the Role

The Lead Solar Technical Support Engineer works within the User Services unit of SunFi Technology Limited. The User Services team is dedicated to delivering quality support to users via the SunFi platform and through offline channels. The team achieves its objectives through continuous engagement and feedback collection from users.

As Lead Solar Technical Support Engineer, you will be primarily responsible for managing continuous engagement and feedback from Distributed Energy Providers (DEPs) and consumers to ensure ongoing improvement and satisfaction. You will manage the entire portfolio of DEPs, Distributed Transform Centers (DTCs), and consumers to maintain a stellar online and offline experience with the SunFi brand.

Key Responsibilities

• Interact with DEPs and consumers in a professional and positive manner, serving as a brand ambassador for SunFi
• Conduct regular system performance analysis and provide improvement recommendations
• Resolve customer energy expectation disputes by reviewing contracts and project charters to ensure swift customer satisfaction
• Provide technical direction and support to installation teams during troubleshooting and repair tasks
• Manage service and maintenance calls, documenting all interactions in SunFi's data management platform
• Log and respond to all DEP and consumer calls, requests, and emails in a timely manner
• Resolve complex DEP and consumer technical issues and requirements
• Monitor online assets and live data to identify early warning signs of potential issues and recommend preventative actions to extend asset life
• Provide technical support to the Growth team and Customer Success team when engaging with clients and partners
• Provide technical support to the Credit Team and Customer Success Team during customer payment-related inquiries
• Resolve issues efficiently by leveraging appropriate technical and financial resources