Technical Support - Tier II

Power the Future with us!

SolarEdge (NASDAQ: SEDG) is a global leader in highperformance smart energy technology with over 5000 employees offices in 34 countries and millions of products installed in over 133 countries.

Our diverse product offering comprises intelligent solar inverters battery storage backup systems EV charging and complete home energy management ecosystems.

By leveraging worldclass engineering capabilities and with a relentless focus on innovation we strive to create a world where clean green energy from the sun is the primary source of power for our homes businesses and just about everywhere we thrive.

The TierII level support involves experienced technical knowledge with strong exposure to troubleshooting. The technician is specialized and determines if the issue involves current domain based on the data collected by the TierI technical support. They will determine if it is a new issue or an existing issue and utilize advanced diagnostic tools and data analysis. This individual monitors adherence to service policies and procedures and strives to maintain and constantly improve upon our high levels of responsiveness to customers while controlling associated costs.

Duties and Responsibilities:

• Provide support in the troubleshooting and diagnosis of grid tie solar inverter issues encountered in the installation and start up products by using general knowledge product schematics data stored in knowledgebase and other sources of information available.
• Manage handed off of advanced troubleshooting from Tier 1 based on advance knowledge and permission previously set
• Review document and approve RMAs that have been submitted for approval by Tier 1.
• Maintain and monitor FA/RCA cases assigned to you for customer follow up and resolution
• Timely escalation of high priority network/infrastructure problems and work with the entire support team and assigned engineers toward resolution.
• Provide quality customer support to customers in response to system alerts customer phone calls emails and the CREdge Ticketing System
• Document ticketing system through openticket to resolution. Maintain communications with customer from first call through resolution
• Maintain expert (Level II) knowledge of products and/or services
• Review and report and tends found with our products to the Sr. Manager Process and Productivity

Requirements :

Required Skills and Qualifications:

• Bachelor s degree in electrical or engineering with one year experience supporting inverter/power electronic customer support or Associated degree in a technical field two years experience as a Tier I at SolarEdge or High School Diploma / GED and two years experience as a Tier I at SolarEdge.
• Three experience in a technical support role supporting solar and/or hardware technology; solar electric products and National Electric Code (NEC).
• Advanced knowledge and experience with CRM s and integrated phone systems.
• Strong people and leadership/coaching skills
• Excellent problem solving capabilities both with troubleshooting and analytics
• Ability to calm upset customers and familiarity with order processing. Outstanding verbal and written communications skills.
• Intermediate plus skills in Microsoft Office (Word Excel PowerPoint Outlook)
• Ability to multitask in a very fastpaced environment.
• Bilingual (Spanish speaking skills is helpful).

FAIR PAY & A JUST WORKPLACE

At SolarEdge we are committed to fair transparent pay and we strive to provide competitive marketinformed compensation. The pay range for this position in California at the start of employment is expected to be between $23 $26 per hour. It is anticipated that most qualified candidates will fall near the middle of this range. However base pay offered is based on market location and may vary further depending on individualized factors for job candidates such as jobrelated knowledge skills experience and other objective business considerations.

Even more importantly please note that salary is only one component of total compensation at SolarEdge. Subject to those same considerations the total compensation package for this position may also include other elements including a bonus and/or equity awards in addition to a full range of medical financial and/or other benefits. Our highly competitive benefits package is designed to support your success at work at home and at play. Your recruiter will be happy to discuss all that SolarEdge has to offer!

SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts identities perspectives and experiences that help advance the difference we make for consumers and by ensuring our people experience equity and inclusion in their work lives. We encourage members of traditionally underrepresented communities to apply including women LGBTQIA people people of color and people with disabilities.

Remote Work :

Yes

Employment Type :

Hourly