Technical Support Engineer III - Residential Home Energy Storage

EcoFlow; Texas; Remote; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive salary package

Travel allowance

Positive and supportive team

Job summary

EcoFlow seeks an associate-middle level Technical Support Engineer III to join our remote team in the United States. You will review and investigate complex technical issues escalated from Tier 2, analyze logs and data, and prepare information for R&D with clear recommendations.

You’ll coordinate with North America service and R&D, document actions, and contribute to SOPs and product improvements. Fluent English and Mandarin, a EE degree, and 5+ years in tech support or energy storage are

Qualifications

• Bachelor's degree in electrical engineering or related field.
• 5+ years in technical support, engineering, energy storage systems, solar or power electronics.
• Fluent in English and Mandarin.
• Strong analytical and communication skills.
• Experience working with engineering or R&D teams.

Responsibilities

• Review and investigate complex Tier 2 issues.
• Analyze system logs, commissioning data, error reports, and field findings.
• Gather information for R&D and review.
• Perform root cause analysis on recurring field issues.
• Coordinate between North America Service Team and R&D.
• Document root causes, corrective actions, and lessons learned.

Skills

Fluent English

Fluent Mandarin

Electrical Engineering

Power electronics

Troubleshooting

Education

Bachelor's degree in Electrical Engineering

Tools

CAN bus

RS485

Ethernet

Firmware validation

Job description

• EcoFlow was born out of the dream of a group of battery engineers in 2017. Amid the global transition towards renewable energy, we lead the way forward with industry-leading portable power products, solar technology, and smart home energy solutions.
• EcoFlow is now actively participating in the innovation of residential energy storage and use technology, bringing Smart, Flexible and Reliable residential power solutions to thousands of homes.

Our Vision:

Our vision is to power a new world. It's a call to the future - an aspirational, technology-driven, eco-friendly future shared by everyone.

Our Mission:

Our mission from day one is to provide smart and eco-friendly energy solutions for individuals, families, and society at large. We are, were, and will continue to be a reliable and trusted energy companion for users around the world.

Your career with us:

At EcoFlow, we are all innovators with a diverse set of backgrounds, skill sets, interests and needs, united in the mission to Power a New World. At EcoFlow, you will:

• Find reliable peers, savvy mentors and see new career perspectives;
• Meet new challenges, solution possibilities and chances to show yourself;
• See wider, grow faster and to be outstanding.

We're now looking for an associate-middle level Technical Support Engineer III. This position is a full-time, remote/position.

Responsibilities

• Review and investigate complex technical issues escalated from Tier 2.
• Analyze system logs, commissioning data, error reports, and field findings.
• Gather and organize all technical information required for R&D; review.
• Perform root cause analysis on recurring field issues and system failures.
• Determine when issues require escalation to R&D.;
• Track escalated issues through resolution and closure.

R&D; Coordination

• Serve as the primary communication bridge between the North America Service Team and R&D.; Present technical cases clearly and accurately to R&D; engineers.
• Follow up on escalated issues to ensure timely responses.
• Obtain and communicate corrective actions, software fixes, engineering recommendations, and technical guidance.
• Ensure resolutions provided by R&D; are clear, actionable, and satisfactory for field implementation.
• Communicate technical updates, known issues, and approved solutions to the service organization.

Process Improvement & Documentation

• Develop and maintain troubleshooting procedures and Standard Operating Procedures (SOPs).
• Document root causes, corrective actions, and lessons learned from escalated cases.
• Identify recurring issues and work with R&D; to develop long-term solutions.
• Support the creation of technical bulletins and service advisories when necessary.
• Maintain accurate documentation of technical findings and resolutions.

Cross-Functional Support

• Collaborate with Product Management, Quality, and R&D; teams to investigate recurring product issues.
• Support software and firmware validation efforts through technical review and testing.
• Provide field feedback and technical findings to support product improvements.
• Assist in identifying trends and recurring issues that may require design or process improvements.

Technical Expertise

• Advanced understanding of residential and commercial Battery Energy Storage Systems (BESS).
• Strong knowledge of inverter, PCS, battery, BMS, Smart Home Panel, and communication system operation.
• Ability to analyze system logs, error codes, commissioning data, and field reports to identify root causes and recommend corrective actions.
• Strong understanding of system commissioning, grid-tied operation, backup operation, and energy management strategies.
• Working knowledge of Time-of-Use (TOU), self-consumption, backup reserve settings, demand management, and battery dispatch logic.
• Experience troubleshooting communication issues involving CAN, RS485, Ethernet, WinFi, Bluetooth, and cloud-based monitoring platforms.
• Understanding of firmware, software, and application functionality, including validation of new releases and feature enhancements.
• Ability to evaluate product performance and compare expected versus actual system behavior.
• Experience documenting root causes, corrective actions, and technical solutions for field implementation.

Qualifications

• Fluent in English and Mandarin Chinese (written and verbal).
• Bachelor's degree in electrical engineering, Electronics Engineering, Renewable Energy, or a related field.
• Minimum 5 years of experience in technical support, engineering, energy storage systems, solar, or power electronics.
• Technical knowledge equivalent to an advanced Tier 2 Engineer.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Experience working directly with engineering or R&D; teams.

What we offer:

• Competitive salary package;
• Travel allowance according to company policy;
• A positive and warm team with transparent information transferring;

Why EcoFlow:

"EcoFlow is among a number of tech startups that have a particular strength that can make them competitive on the global stage."----Bloomberg

"The EcoFlow BLADE represents a new generation of mowers that dispense with the need for an electronic fence."----The Wall Street Journal

"The product was impressively well designed back then and the company’s products have only gotten better."----Forbes

We are looking forward for your joining!

Website: https://www.ecoflow.com/

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