Global System Support Expert
2 weeks ago
Enphase Energy is a leading provider of solar, battery, and electric vehicle charging products. As a Global System Support Expert at Enphase, you will play a critical role in ensuring the highest quality standards for our products.
The position reports to the Internal Audit Manager and requires working from the office at least two days a week. You will provide 3rd-level engineering support for all regional Field engineers to resolve customer issues. This includes collecting and analyzing logs from customer sites, applying known fixes for SW/HW issues, and reporting and tracking these issues in internal projects.
You will use internal tools and database queries to diagnose customer problems, drive customer escalations, and work with cross-functional teams to define containment solutions and final resolutions. Additionally, you will support Field teams to identify defective hardware and coordinate with failure analysis teams to find root causes and implement corrective actions.
This role requires strong verbal and written communication skills, including information consolidation and presentation. The ideal candidate has a Master's degree in Electrical/Electronics/Power systems and 3-5 years of experience in product/system support, driving customer escalations, and field support. Strong knowledge of Power systems, Power Electronic devices, and Embedded systems is also essential.
We estimate the salary for this position to be around $120,000 per year, depending on location and qualifications.
Key Responsibilities:
- Provide 3rd-level engineering support for regional Field engineers
- Collect and analyze logs from customer sites
- Report and track SW/HW issues in internal projects
- Use internal tools and database queries to diagnose customer problems
- Drive customer escalations and work with cross-functional teams
- Support Field teams to identify defective hardware
- Coordinate with failure analysis teams to find root causes
Requirements:
- Masters degree in Electrical/Electronics/Power systems
- 3-5 years of experience in product/system support
- Strong knowledge of Power systems, Power Electronic devices, and Embedded systems
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