Technical Service Engineer - Tier 3

Description:

Power the Future with us!

SolarEdge (NASDAQ: SEDG), is a global leader in high-performance 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 world-class 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 Technical Solutions team serves as the final escalation point within the Technical Support organization and acts as the primary interface with R&D, Quality, Product Management, and Engineering. Technical issues - both hardware and software—that cannot be resolved by Tier 1 and Tier 2 support teams are escalated to the Technical Solutions experts located across our global sites.

As a Technical Service Engineer - Tier 3, you will troubleshoot and resolve the most complex and challenging technical issues.

Location: Herzliya or Modi’in.

What you’ll be doing:

• Work closely with R&D and Product teams to resolve complex technical issues escalated by the global service organization.
• Participate in product definitions, testing, validation, and integration activities.
• Investigate and analyze data from the company’s large-scale installed base.
• Continuously improve the technical knowledge of junior support engineers by conducting weekly trainings, reviewing escalated cases, and teaching troubleshooting methodologies.
• Provide product training and mentorship to junior support engineers.
• Create, update, and maintain troubleshooting procedures and technical knowledge base articles; ensure these are shared with the entire Support organization.
• Ensure all customer-facing support levels remain up to date with troubleshooting processes, technical know-how, and product enhancements by collaborating closely with R&D, Q&R, and Product teams.
• Provide on-site support and training to global customers when required.
• Maintain and manage product environments used by the Customer Support organization.
• Serve as the primary escalation point for Tier 3 issues raised by Tier 1 and Tier 2 support teams worldwide.
• Ensure customer and partner inquiries are handled professionally, within established SLAs, delivering high-quality technical support and customer care.

Requirements:

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or Computer Science.
• At least 3 years of experience providing call-center technical support for electronic imaging products or high-speed automation systems, with an emphasis on multidisciplinary products.
• Hands-on experience using debugging tools and lab simulations to analyze issues and identify solutions.
• Basic understanding of AC/DC and DC/DC circuits, as well as Ohm’s law.
• Strong logical troubleshooting abilities for both hardware and software issues, including identifying root causes and proposing effective workarounds and solutions.
• Proven experience in a call-center support environment, with strong professional, client-facing communication skills.
• Ability to calculate figures related to proportions, percentages, circumference, and volume, and apply basic algebra and geometry concepts.
• High proficiency in Hebrew and English, both spoken and written.

Additional Skills:

• 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.
• 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.

SolarEdge recognizes its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. 

SolarEdge is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.