Senior Technical Support Engineer - Lithium Battery Systems

SOLV4EX; Richmond; Hybrid; CAD 72,000 - 80,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Health & dental benefits

Paid time off

Job summary

Discover Energy Systems in Richmond, BC is hiring a Senior Technical Support Representative to deliver exceptional technical assistance to customers, distributors, and installers of lithium energy storage products.

You will diagnose product issues, process warranty requests, and ensure a world-class post-sales support experience, working with Engineering, Product, and Operations teams to resolve issues and feed product improvements.

Qualifications

• Electrical/Mechatronics technical degree; Bachelor’s preferred.
• 2+ years in technical support or field service in lithium battery, solar, or power electronics industries.
• 2+ years in direct customer communication.
• Experience with diagnostic tools, data logging software, and CANbus, Modbus, RS485.
• Strong analytical, troubleshooting, and customer service skills.
• Experience with CRM or service ticketing systems (NetSuite, HubSpot).
• MS Office and basic data analysis (graphs).
• Bilingual in English/French or Spanish is a plus.
• Highly organized with ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide front-line technical support via phone, email, and ticketing systems to distributors, installers, and OEM partners.
• Manage complex cases; escalate with detailed analysis to Engineering or Tech Service Manager.
• Log customer interactions, troubleshooting steps, and resolutions in HubSpot; handle warranty claims and RMAs.
• Maintain expert knowledge of DES product lines including BMS, inverters, and energy storage systems; track firmware updates.
• Communicate clearly with customers and manage expectations throughout case handling.
• Support training and knowledge base updates; may travel for onsite training.
• Provide feedback to Engineering/Product teams to improve reliability and service processes.
• Assist junior staff and contribute to SOP improvements.
• Coordinate warranty eligibility and replacement logistics with operations.

Skills

Technical support

Customer communication

Diagnostic tools

CANbus/Modbus/RS485

CRM systems

Education

Electrical/Mechatronics degree

Tools

HubSpot

NetSuite

Microsoft Office

Job description

Discover Energy Systems in Richmond, BC is hiring a Senior Technical Support Representative to deliver exceptional technical assistance to customers, distributors, and installers of lithium energy storage products.

You will diagnose product issues, process warranty requests, and ensure a world-class post-sales support experience, working with Engineering, Product, and Operations teams to resolve issues and feed product improvements.