Technical Service Engineer (Tier3)

Power the Future with us!
Our company 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 is the final escalation point within the Technical Support Organization and the link to R&D, Quality, Product Management and Engineering departments regarding Technical issues, both hardware and software, that cannot be resolved by levels 1 & 2 support staff, these issues are escalated to the Technical solutions expert from our globally spread teams.
As a Technical service engineer (Tier3) you have the opportunity to troubleshoot and resolve the most difficult and complicated issues.
The position is located in Herzliya.
What you'll be doing in this position:
* Working closely with the different R&D departments and Product teams in order to resolve complex technical issues raised from global service organization.
* Participating in product definitions, testing and integration.
* Investigating and analyzing the company's large scale install base.
* Work continuously to increase the junior Support Engineers technical knowledge by conducting weekly trainings including reviewing escalated cases, technical concepts and troubleshooting procedures.
* Provide product training to junior Support Engineers and act as a mentor for them.
* Create and revise the service origination troubleshooting procedures and technical knowledgebase and sharing that information with the entire Support organization.
* Ensure that all levels the customer support are informed and are current with the service origination troubleshooting procedures, technical knowledge and product enhancements/ latest releases by working closely with R&D, Q&R and the Product teams.
* Provide on-site support and trainings to global customers as needed.
* Maintaining required product environments for the entire Customer Support organization.
* The escalation point for Tier 3 troubleshooting issues being escalated from Tier 1 & 2 support staff globally.
* Ensure customer and partners inquiries are responded professionally- within established timeframes and that customer care and technical support service levels are achieved.