Tier 2 Technical Support Engineer

Lunar Energy • Mountain View, CA

64d • $85,000 - $130,000

About The Position

As a TSE at Lunar Energy you will play a pivotal role in ensuring the quality and success of our innovative home energy product installations. This dynamic position demands an adaptable, problem-solving professional ready to deliver critical remote technical support to our partners and field engineers, contribute to new product development, and build industry-leading training programs. Your flexibility and commitment to customer satisfaction will be essential as you navigate evolving responsibilities. Lunar Energy was founded to power homes around the world with endless clean energy. We're a fast-growing, global company building brilliantly-designed energy products to electrify all homes and connect communities to form clean, resilient virtual power plants. The Lunar System includes a complete ecosystem of battery storage, solar generation and load control, while supporting an open control philosophy to maximize value of distributed energy assets.

Requirements

• Degree in engineering or applicable equivalent technical field experience.
• 5+ years of relevant industry experience in the design and installation of residential solar, battery and/or EV charging products.
• Clean driving record and ability to pass a driving background check.
• Valid state or local Electrical Journeyman certification or license preferred.
• Knowledge of the NEC and applicable codes and standards.
• Ability to interpret single line drawings, permit packages and technical specifications for PV, ESS, and EVSE systems.
• Ability to read graphs with device telemetry and spot anomalies in large data sets.
• Ability to troubleshoot complex electrical problems.
• Understanding of interconnection activities, building & safety department processes, and basic construction principles.
• Adherence to company safety policies and procedures.
• Excellent written, verbal communication and presentation skills.
• Proficiency in Microsoft Office and/or G-Suite.
• Ability to work within a high-performance, cross-functional organization with tight timelines.
• Willingness to work non-routine hours including weekends and public holidays.
• Flexibility towards traveling locally and nationally.

Nice To Haves

• Experience with EV charging products.
• Familiarity with advanced troubleshooting techniques.

Responsibilities

• Provide remote (phone, live-chat, email) support from the Lunar Head Office.
• Coordinate with the field team (FSEs) to determine which sites to attend and ensure site visits are supported remotely.
• Serve as a subject matter expert on the installation of all Lunar products.
• Assess and approve RMAs in the field.
• Work closely with other Lunar internal teams and installer partners to troubleshoot and resolve technical field issues.
• Troubleshoot and perform root-cause analysis, both remotely and sometimes on-site.
• Provide training for Lunar channel partners and internal staff.
• Educate Building and Safety departments (AHJs) and secure first permits for the Lunar System.
• Interpret data and report on key metrics, providing insight and suggestions for improvement.
• Identify areas of common installer errors or system issues and propose training or design improvements.
• Take ownership of issues or questions and escalate problems as necessary.
• Maintain a fleet of service vans, ensuring they are stocked and clean.
• Use internal software to communicate with installation partners and ensure correct categorization of issues.

Benefits

• Medical, dental, and vision insurance for employees and dependents.
• Flexible Paid Time Off plus 10 paid holidays.
• Tax deferred 401(k) plan.
• Paid parental leave for all full-time employees.
• Subsidized EV charging and pre-tax commuter benefits.
• Opportunity to become Lunar shareholders through employee stock program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees