Technical Support Engineer

Overview

Technical Support Engineer (Tier
2) - Mountain View, CA
As a TSE at Lunar Energy you will play a pivotal role in ensuring the quality and success of our innovative home energy product installations. This dynamic position demands an adaptable, problem-solving professional ready to deliver critical remote technical support to our partners and field engineers, contribute to new product development, and build industry-leading training programs. Your flexibility and commitment to customer satisfaction will be essential as you navigate evolving responsibilities.

Lunar Energy was founded to power homes around the world with endless clean energy. We're a fast-growing, global company building brilliantly-designed energy products to electrify all homes and connect communities to form clean, resilient virtual power plants. The Lunar System includes a complete ecosystem of battery storage, solar generation and load control, while supporting an open control philosophy to maximize value of distributed energy assets.

• Be in the Lunar Head Office providing remote (phone, live-chat, email) support.
• Coordinate with the field team (FSEs) to determine which sites to attend and ensure site visits are supported remotely.
• Serve as a subject matter expert on the installation of all Lunar products.
• Be available to assess and approve RMAs in the field.
• Work closely with other Lunar internal teams and our installer partners to troubleshoot and resolve technical field issues in a timely manner, ensuring high quality installations and customer satisfaction.
• Troubleshoot and perform root-cause analysis, both remotely and sometimes on-site.
• Provide Lunar lab, remote, on-the-job, and continuing education training for Lunar channel partners and internal staff.
• Educate Building and Safety departments (AHJs) and secure first permits for the Lunar System in any given region.
• Interpret data and report on key metrics, providing insight and suggestions for improvement.
• Help identify areas of most common installer errors or system issues, and propose training, design, software, and/or hardware that can mitigate these.
• Take ownership of issues or questions and escalate problems to the appropriate persons and follow up accordingly with the customer.
• Maintain a fleet of service vans, ensuring they are adequately stocked with tools and hardware, and ensuring they are kept clean and tidy and have regular stock checks.
• Use internal software to communicate with installation partners via phone, live-chat or email, ensuring correct categorization and definition of issues, and correct use of internal support systems (i.e. Tier 3 escalation tickets, RMA tickets etc.).

• Degree in engineering or applicable equivalent technical field experience.
• 5+ years of relevant industry experience and knowledge in the design and installation of residential solar, battery and/or EV charging products.
• Must maintain a clean driving record with the ability to pass a driving background check.
• Valid state or local Electrical Journeyman certification or license preferred
• Knowledge of the NEC and applicable codes and standards.
• Ability to interpret single line drawings, permit packages and technical specifications for PV (required), ESS (required) and EVSE (desired) systems.
• Ability to read graphs with device telemetry and spot anomalies in large data sets.
• Ability to troubleshoot complex electrical problems.
• Understands interconnection activities, building & safety department processes and basic construction principles.
• Adheres to company safety policies and procedures including ability to identify and report safety hazards, and the ability to encourage others to work safely.
• Excellent written, verbal communication and presentation skills
• Proficiency in Microsoft Office and / or G-Suite with ability to create and use spreadsheets, word documents and presentations
• Ability to work within a high-performance, cross-functional organization with extremely tight timelines and aggressive goals.
• Willingness to work non-routine work hours (including weekends and public holidays) when required.
• Flexible towards traveling locally and nationally while focusing primarily on your local region (where the installers and sites are located).

• Ability to transport materials and equipment to complete assigned job tasks (up to 50 lb frequently and up to 100 lb with assistance).
• Ability to work on rooftops with various angles and surfaces which requires frequent bending, twisting, squatting, climbing, kneeling, crawling, turning, standing, and balance.
• Ability to climb ladders.
• Ability to work in outdoor weather conditions including but not limited to: excessive noise, extreme heat, extreme cold, wet environment, and humidity.
• Ability to frequently utilize hand functions requiring fine motor skills, including but not limited to: fine manipulation, grasping, and pinching.
• Ability to work within the safe range of equipment such as ladders, fall protection harnesses and…