Senior Technical Escalation Specialist (L3) – Hybrid, 75% Travel

GuruLink; San Francisco (CA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

GuruLink is seeking a Senior Technical Resolution Specialist (L3) for a growing clean-energy technology client in San Francisco. You will serve as the highest-level escalation point for complex technical and customer issues that cannot be resolved through earlier support channels.

The role blends technical troubleshooting, root-cause analysis, and cross-team collaboration to investigate difficult cases, assess installation risks, and drive issues to resolution.

Qualifications

• 7+ years of relevant professional experience.
• Technical electrical or engineering education, or equivalent practical experience.
• Extensive experience with residential energy systems.
• Experience managing complex technical/customer escalations.
• Solar/PV experience is an asset.
• Strong troubleshooting, analytical and root-cause problem-solving skills.
• Comfortable working independently and making decisions on complex cases.
• Strong written and verbal communication skills.
• Professional, customer-focused approach and strong interpersonal skills.
• Ability and willingness to travel approximately 75%

Responsibilities

• Own complex technical and customer escalations through resolution.
• Investigate and identify root causes of unresolved technical and installation issues.
• Evaluate cases and help mitigate installation risks, losses and other potential exposure.
• Partner with technical, field and business teams to develop appropriate solutions.
• Present complex escalation cases internally with recommended resolutions.
• Apply strong knowledge of residential energy systems, installation requirements and related business processes.
• Review contractual and installation details to understand the technical and financial implications of individual cases.
• Manage cases independently while maintaining a high standard of customer service.

Skills

Escalation management

Root-cause analysis

Technical troubleshooting

Residential energy systems

Solar/PV experience

Communication skills

Travel readiness

Independent decision-making

Interpersonal skills

Education

Electrical engineering education

Job description

GuruLink is seeking a Senior Technical Resolution Specialist (L3) for a growing clean-energy technology client in San Francisco. You will serve as the highest-level escalation point for complex technical and customer issues that cannot be resolved through earlier support channels.

The role blends technical troubleshooting, root-cause analysis, and cross-team collaboration to investigate difficult cases, assess installation risks, and drive issues to resolution.