SolarEdge is constantly seeking energetic, talented individuals who are looking for challenging opportunities in this continuously growing industry. We invite you to build your career with us at SolarEdge.
SolarEdge is a top global leader, manufacturing smart energy solutions. The company's broad range of products encompasses intelligent inverter and storage systems, revolutionary EV charger, and by doing that, we are changing the way Electricity is being produced.
The Tier 3 Technical Support team is the final escalation point within the Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer.
As a Tier 3 Engineer you’ve the opportunity to troubleshoot and resolve the most difficult and complicated issues. This position works closely with R&D, Quality, Product Management, Engineering and Sales. The Tier 3 Engineer is the escalation point for technical support issues globally.
What you'll be doing in this position:
•The escalation point for Tier 3 TS issues being escalated from Tier 1 & 2 support staff globally.
•Provide product training to Tier 1 & 2 support and act as a mentor to junior support engineers.
•Provide “on-site” support to global customers as needed.
•Responsible for escalating technical issues that could not be resolved by Tier 1 & 2 Engineers, Product Development and Software Development.
•Maintaining required product environments for the entire Customer Support organization.
•Work continuously to increase Tier 2 Engineer product knowledge by reviewing escalated cases on a weekly basis.
•Ensure that all levels of Customer Support are informed and current of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with the entire Support organization.
•Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
•The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 3 years’ experience in providing call center technical support on electronic imaging products or high-speed automation controls.
•Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
•Basic understanding of AC/DC and DC/DC circuits and ohms law.
•Ability to logically troubleshoot software issues to determine the root cause and present suggested work-around and solutions.
•Proven call center support experience as well as exhibiting professional client facing skills.
•Ability to calculate figures and amounts pertaining to proportions, percentages circumference and volume. Ability to apply concepts of basic algebra and geometry.
•Ability to demonstrate strong analytical and problem solving skills.
•Excellent written communication and verbal skills, as well as strong listening skills.
•Possesses strong customer relation skills.
•Ability to handle multiple priorities.
•Must speak fluent English.
•Perform in an effective and timely manner all the tasks required.
•Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
•Ability to travel 15-20% to customer site as needed.