Embedded Service Technician

SolarEdge Technologies Inc.; Roseville (CA); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is on the lookout for an Embedded Service Technician to join their Technical Account Management team. This remote position is essential for delivering expert support to customer accounts, ensuring timely resolution of technical issues, and fostering strong relationships. The ideal candidate will possess a passion for renewable energy and a knack for problem-solving, making them a trusted partner for key accounts. With a focus on customer satisfaction and continuous improvement, this role offers a unique opportunity to contribute to a cleaner energy future while growing professionally in a dynamic environment.

Qualifications

• Experience in technical support and troubleshooting for energy products.
• Strong communication skills and customer service experience.

Responsibilities

• Provide high-level technical support for product installations.
• Analyze support trends and recommend improvements.
• Maintain strong customer relationships and ensure satisfaction.

Skills

Customer Service

Technical Support

Problem-Solving

Communication Skills

Education

Engineering Degree

Tools

Tier 2/3 Support Tools

Job description

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.

Position Overview:

We are seeking a motivated and detail-oriented Embedded Service Technician to join our dynamic Technical Account Management team. This remote role is critical in providing expert support for assigned customer accounts, ensuring timely resolution of technical issues, and maintaining strong customer relationships. You will act as a trusted partner, delivering proactive technical guidance and troubleshooting for SolarEdge (SEDG) systems.

What We’re Looking For:

A proactive, technically savvy individual with strong customer service instincts who is passionate about renewable energy and excited to become a go-to expert for our key accounts.

Duties and Responsibilities:

• Provide high-level technical support and troubleshooting for SEDG product installations.
• Respond to inbound requests and manage chat channels dedicated to your assigned customer account.
• Proactively follow up with customers to ensure full resolution and satisfaction.
• Analyze support trends to recommend improvements in training, tools, and product enhancements.
• Stay up to date on product updates, launches, and known issues to serve as a technical expert for the account.
• Assist in managing RMA processes and customer-facing programs efficiently.
• Participate in customer meetings alongside the TAM and Sales team as needed.
• Maintain and report on account-specific KPIs including case volume, resolution times, and escalations.
• Identify opportunities to reduce support case volume through process improvements.
• Manage open case workload, ensuring prompt and professional communication.
• Use advanced internal support tools to diagnose and resolve complex issues.
• Escalate product trends and issues to the Technical Account Manager.
• Uphold high standards of written and verbal communication across all interactions.
• Travel occasionally to better understand account needs and deliver technical expertise onsite.

Job Requirements

• Engineering degree preferred but not required.
• Demonstrated use of Tier 2/3 support tools and internal troubleshooting processes.
• Advanced knowledge of SolarEdge products and installation procedures.
• Excellent verbal and written communication skills.
• Proven track record of delivering exceptional customer service and support.
• Strong problem-solving mindset and eagerness to grow professionally.