Technical Support Engineer - T3

岗位职责
Technical Investigation & Escalation
• Review and investigate complex technical issues escalated from Tier 2.
• Analyze system logs, commissioning data, error reports, and field findings.
• Gather and organize all technical information required for R&D; review.
• Perform root cause analysis on recurring field issues and system failures.
• Determine when issues require escalation to R&D.;
• Track escalated issues through resolution and closure.
R&D; Coordination
• Serve as the primary communication bridge between the North America Service Team and R&D.;
• Present technical cases clearly and accurately to R&D; engineers.
• Follow up on escalated issues to ensure timely responses.
• Obtain and communicate corrective actions, software fixes, engineering recommendations, and
technical guidance.
• Ensure resolutions provided by R&D; are clear, actionable, and satisfactory for field
implementation.
• Communicate technical updates, known issues, and approved solutions to the service
organization.
Process Improvement & Documentation
• Develop and maintain troubleshooting procedures and Standard Operating Procedures (SOPs).
• Document root causes, corrective actions, and lessons learned from escalated cases.
• Identify recurring issues and work with R&D; to develop long-term solutions.
• Support the creation of technical bulletins and service advisories when necessary.
• Maintain accurate documentation of technical findings and resolutions.
Cross-Functional Support
• Collaborate with Product Management, Quality, and R&D; teams to investigate recurring product
issues.
• Support software and firmware validation efforts through technical review and testing.
• Provide field feedback and technical findings to support product improvements.
• Assist in identifying trends and recurring issues that may require design or process improvements.

岗位要求
• Fluent in English and Mandarin Chinese (written and verbal).
• Bachelor's degree in Electrical Engineering, Electronics Engineering, Renewable Energy, or a
related field.
• Minimum 5 years of experience in technical support, engineering, energy storage systems, solar,
or power electronics.
• Technical knowledge equivalent to an advanced Tier 2 Engineer.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience working directly with engineering or R&D; teams.
Technical Expertise
• Advanced understanding of residential and commercial Battery Energy Storage Systems (BESS).
• Strong knowledge of inverter, PCS, battery, BMS, Smart Home Panel, and communication system
operation.
• Ability to analyze system logs, error codes, commissioning data, and field reports to identify root
causes and recommend corrective actions.
• Strong understanding of system commissioning, grid-tied operation, backup operation, and energy
management strategies.
• Working knowledge of Time-of-Use (TOU), self-consumption, backup reserve settings, demand
management, and battery dispatch logic.
• Experience troubleshooting communication issues involving CAN, RS485, Ethernet, WinFi,
Bluetooth, and cloud-based monitoring platforms.
• Understanding of firmware, software, and application functionality, including validation of new
releases and feature enhancements.
• Ability to evaluate product performance and compare expected versus actual system behavior.
• Experience documenting root causes, corrective actions, and technical solutions for field
implementation.