Technical Support Engineer & Escalations Lead

Technology Resource Group, LLC; Warren (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Technology Resource Group, LLC is seeking a Technical Support Engineer to serve as the troubleshooting lead and primary escalation resource for complex issues across hardware, software, networking, and integrated systems. The role involves guiding real-time troubleshooting, driving root cause investigations, and coordinating resolution with engineering, quality, installers, and suppliers.

The engineer will convert learnings into scalable knowledge, develop bulletins and guides, and support

Qualifications

• Bachelor's Degree in Electrical Engineering, Systems Engineering, Mechanical Engineering, Computer Engineering, or related technical field, or equivalent practical experience.
• Demonstrated ability to diagnose and resolve complex technical issues across hardware, software, networking, commissioning, and integrated systems.
• Experience leading technical investigations and coordinating resolution across cross-functional teams.
• Strong understanding of electrical systems, power distribution, residential energy systems, EV charging infrastructure, energy storage, or distributed energy resources.
• Ability to convert complex technical findings into clear guidance for support teams, installers, suppliers, and internal stakeholders.
• Exceptional written, verbal, analytical, and presentation skills.
• Ability to influence action and drive issue resolution without direct authority.
• Strong organizational skills and ability to manage multiple escalations, deliverables, and priorities in a dynamic environment.
• Willingness to travel approximately 5-10% based on business need.
• Experience supporting residential energy products, energy storage systems, EV charging equipment, solar or home energy integrations, or IoT-connected products.
• Familiarity with electrical codes, installation standards, commissioning procedures, and residential power system safety practices.

Responsibilities

• Serve as the primary technical escalation resource for customer and installation issues.
• Lead live troubleshooting forums with Technical Advisors, customer tech support teams, engineering, quality, suppliers, installers, and other stakeholders.
• Diagnose complex issues involving home energy products, EV charging equipment, energy storage, commissioning, connectivity, software behavior, mobile app interactions, and integrated system performance.
• Review diagnostic data, installation details, system logs, photos, telemetry, case history, and supplier or engineering inputs to identify likely root cause.
• Drive issue containment, resolution planning, corrective actions, and closure recommendations for escalated technical concerns.
• Help establish consistent troubleshooting paths, escalation criteria, and issue resolution expectations across support channels.
• Partner with engineering, quality, field operations, suppliers, installers, and support teams to resolve complex product issues and align corrective actions.
• Act as the technical bridge between customer-facing support teams and internal product organizations.
• Represent field, customer, and support learnings in product design reviews, quality reviews, launch readiness discussions, and issue prevention activities.
• Use field and support data to identify recurring issues, documentation gaps, training needs, diagnostic tool requirements, and customer experience improvements.
• Promote continuous improvement focused on faster resolution, stronger product reliability, better serviceability, and improved support efficiency.
• Create and maintain technical bulletins that communicate known issues, diagnostic steps, repair guidance, and containment actions.
• Develop concise troubleshooting one-pagers, decision trees, quick-reference guides, and support playbooks for Technical Advisors and customer support teams.
• Support future updates to installation manuals, troubleshooting manuals, service procedures, and internal knowledge articles.
• Translate complex engineering and supplier findings into clear, practical guidance that support teams can apply consistently.
• Ensure documentation reflects the latest product updates, engineering changes, known issue resolutions, and lessons learned from escalations.
• Travel as needed to support critical onsite investigations, supplier activities, product launches, validation events, or high-priority customer escalations.

Job description

Technology Resource Group, LLC is seeking a Technical Support Engineer to serve as the troubleshooting lead and primary escalation resource for complex issues across hardware, software, networking, and integrated systems. The role involves guiding real-time troubleshooting, driving root cause investigations, and coordinating resolution with engineering, quality, installers, and suppliers.

The engineer will convert learnings into scalable knowledge, develop bulletins and guides, and support