Technical Support Engineer / 技术支持工程师

Sigenergy; Manila; On-site; PHP 350,000 - 650,000; Full time

Job summary

Sigenergy in Manila seeks a skilled Technical Support Engineer to provide full-lifecycle support for PV energy storage and related equipment to English-speaking customers worldwide. The role includes remote consultations, on-site field service, and collaboration with Sales, R&D and after-sales teams to optimize customer experience.

You will handle Level 2 tickets, troubleshoot remotely, train partners, and collect market feedback to drive product improvements.

Qualifications

• Minimum 2 years in technical support or after-sales maintenance for PV/energy storage.
• Ability to troubleshoot equipment and perform basic system commissioning.
• Fluent in English; Mandarin is a plus.

Responsibilities

• Online consultation and Level 2 after-sales support for PV energy storage products.
• On-site technical service and project delivery support across the Philippines and APAC.
• Technical enablement and training for distributors, installers and EPC partners.
• Market feedback collection and data reporting to support product improvement.

Skills

Technical support

Remote troubleshooting

Field service

Customer service

Education

Engineering/technical degree

Tools

Microsoft Office

Job description

Sigenergy focuses on developing cutting-edge all-scenario energy solutions, with products ranging from energy storage systems to solar inverters and EV chargers. Our world-class R&D team of hundreds of top industry experts shares the vision of making the world greener via continuous innovation. With global sales and services, we aim to become our customers' most trusted partner on their journey to a more sustainable future.

Job Overview

Based at the Philippines Customer Hotline Center in Manila, this role delivers full-lifecycle technical support for residential, commercial & industrial PV energy storage and ground-mounted power station products serving all English-speaking regions globally. Work covers remote online technical consultation, on-site field service trips, PV & energy storage equipment maintenance, technical enablement for channel partners, and market issue analysis.

Candidates must hold a valid Philippine driver’s license and accept short-term business trips to support project delivery across the Asia Pacific region. You will collaborate with sales, R&D and after-sales teams to optimize customer experience for local and surrounding markets and put forward proposals for product improvement.

Key Responsibilities

1. Online Customer Consultation & After-sales Dispute Resolution (Level 2 Support)

• Handle escalated product tickets transferred from the L1 team via the work order system, provide professional remote technical support to resolve technical, installation and operation enquiries for residential, commercial and industrial PV & energy storage products.
• Process customer after-sales requests and complaints; remotely troubleshoot and resolve common equipment faults relying on professional energy storage expertise. Escalate complex unsolved issues to senior technical teams, track cases through full closure and properly resolve customer disputes.
• Summarize fault cases, regularly compile customers’ frequent demands and common product failure pain points, and prepare feedback documents to provide data support for product iteration and service process optimization.
• Continuously update localized customer service knowledge base, deliver regular training to the L1 team, and maintain product FAQs, standardized communication scripts and simplified troubleshooting procedures.

2. On-site Technical Service & Project Delivery Support

• Assist with pre-delivery product testing and on-site equipment commissioning; conduct remote or on-site troubleshooting of PV & energy storage systems and provide on-site installation technical guidance.
• Travel to locations across the Philippines and other Asia Pacific countries as required by projects to deliver on-site technical support and ensure smooth project handover.
• Continuously monitor and analyze operational data of PV and energy storage systems, formulate optimized commissioning solutions for abnormal equipment performance to boost power generation and energy storage efficiency.

3. Technical Enablement & Training for Partners

• Participate in online and offline technical seminars and hands‑on product training sessions targeting distributors, installers and EPC partners.
• Respond to dedicated technical inquiries from partners, and explain system solutions, construction specifications and key points for fault prevention.

4. Market Feedback Collection & Data Reporting

• Gather continuous feedback from frontline customers and installers, categorize and sort common product defects, operational difficulties and bottlenecks in solution implementation.
• Strictly abide by the company’s global customer service standards, standardize external technical communication wording, safeguard the professional brand image, and complete smooth handover of cross‑regional and cross‑departmental work.
• Align with R&D and after-sales teams to synchronize fault information, coordinate the rectification of identified issues, and ensure seamless end-to-end pre‑sales and after‑sales service workflows.

Job Requirements

1. Language proficiency:

Fluent in English (listening, speaking, reading and writing) with the capability to independently communicate with overseas customers and conduct cross‑department collaboration; fluent Mandarin is a plus.

2. Industry experience:

Minimum 2 years of working experience in technical support or after‑sales maintenance for residential, commercial & industrial PV and energy storage products, able to independently complete equipment troubleshooting and basic system commissioning.

3. Preferred experience:

Candidates with local Southeast Asia customer service, distributor technical liaison or field service travel experience are prioritized.

4. Professional competence:

Solid grasp of fundamental PV & energy storage system design logic, familiar with electrical safety codes; capable of basic solution configuration and capacity calculation; able to independently compile technical training materials and fault handling plans.

5. Soft skills:

Strong communication skills, patient, detail‑oriented, responsible, quick learner and able to work under pressure; excellent teamwork awareness and execution capability.

6. Mandatory prerequisites:

Hold a valid Philippine driver’s license and accept short-term business trips within the Philippines and across Asia Pacific; proficient in Microsoft Office suite with strong skills in document sorting, data aggregation and report preparation.

7. Certification preference:

Possess a local electrician license authorizing low/medium voltage operation; experience with box-type transformers is highly preferred.