Technical Support Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee system performance across the residential solar portfolio, proactively detecting underperforming or non-operational systems using alerting and diagnostic tools.

• Assess and investigate service cases, confirming issues and determining suitable troubleshooting paths based on system data and known failure modes.

• Implement remote troubleshooting measures to resolve system problems, including inverter resets, communication troubleshooting, and assisting homeowners with necessary actions.

• Optimize remote resolutions by identifying and applying effective solutions, thereby reducing unnecessary site visits.

• Clearly and empathetically communicate with homeowners to explain issues, guide troubleshooting steps, and set resolution expectations.

• Thoroughly document all troubleshooting steps, findings, and outcomes within Salesforce to ensure a clear case history and facilitate downstream coordination if necessary.

• Escalate unresolved or complex issues to Service Project Coordinators with complete context, including validated scope and suggested next steps.

• Manage and prioritize service queues to ensure all cases are handled within established SLA timelines.

• Identify trends, recurring issues, and failure patterns across the portfolio, providing insights to enhance monitoring, processes, and product performance.

• Collaborate cross-functionally with Service Operations, Product, and Engineering teams to enhance alert quality, minimize false positives, and improve troubleshooting workflows.

• Engage in root cause analysis and continuous improvement initiatives to boost remote resolution rates and decrease overall service costs.

⛳️ Requirements

• A BS/BA degree is preferred.

• A minimum of 2 years of experience in technical support, customer support, or operations within a high-volume environment.

• Strong troubleshooting and problem-solving abilities, with the capacity to diagnose issues using data and structured thinking.

• Capability to quickly learn and navigate monitoring platforms, CRM systems, and technical tools (Salesforce experience is preferred).

• Excellent communication skills, with the ability to articulate technical concepts clearly to non-technical customers.

• Meticulous attention to detail in documenting cases, troubleshooting steps, and outcomes.

• Ability to handle multiple cases simultaneously while adhering to SLA performance standards.

• Proactive, resourceful, and comfortable operating in a fast-paced, dynamic environment.

• Experience in residential solar, electrical systems, or field service environments is preferred.

• Familiarity with OEM monitoring platforms (e.g., Enphase, SolarEdge) is preferred.

• Proficiency in Spanish is a plus.

🏝️ Benefits

• Unlimited PTO

• Medical coverage

• Dental coverage

• Vision coverage

• Paid parental leave

• Retirement plans