Technical Support Specialist, Solar PV and Storage, Tier 2

Job Description

Job Description

Why Work at SMA America

Power the future. Build your career at SMA America.

As the U.S. subsidiary of SMA Solar Technology AG, we have been at the forefront of solar inverter technology since 1981, developing solutions that make photovoltaic power plants simpler, more reliable, safer, and more cost effective. Headquartered in Rocklin, California, SMA America has spent more than two decades helping homes, businesses, and utilities across the country generate clean, reliable power. We are the only inverter manufacturer in the world offering solutions for every system size, from residential rooftops to large scale utility plants, backed by more than 1,500 patents and a presence in over 190 countries.

Innovation is only part of the story. We invest in our people, create room to grow, challenge conventional thinking, and protect a culture where teammates genuinely care about each other and the work. We hire capable people and give them the space to do the job, with clear expectations, open door leadership, and real autonomy.

If you are passionate about driving positive change and want a career where you can take ownership of your work, we would love to meet you. Together, we are not just part of the energy transition, we are helping drive it forward.

Technical Support Specialist, Solar PV and Storage, Tier 2
Rocklin, CA, Hybrid

LOCATION AND WORK MODEL

This position is hybrid and based at our Rocklin, California headquarters. Candidates must reside within a reasonable commuting distance of Rocklin.

PURPOSE OF THE POSITION

The Technical Support Specialist provides the highest quality of customer support through SMA's second level Contact Center. This role responds to incoming calls and emails, resolves complex technical issues for installers and customers in the field, mentors fellow specialists, and supports other departments. The role resolves complex technical support issues across at least two SMA product groups.

PRIMARY DUTIES / RESPONSIBILITIES

• Maintains the technical support hotline, using communication and advanced troubleshooting skills to support users, installers, and customers of SMA.
• Provides second level technical support across two or more product groups.
• Serves as a technical subject matter expert on two or more product groups, handling escalated and complex technical calls from SMA customers.
• Creates documentation for publication in document and web based media, describing complex technical issues and solutions, and prepares technical field reports.
• Monitors discussions between Engineering, Quality, and Advanced Service teams through internal quality systems, and shares knowledge with the broader team in real time.
• Mentors other specialists on SMA's product line and consults on complex support cases to help resolve them.
• Balances these responsibilities while resolving customer issues within the performance range of the team.
• Understands end to end business processes to support successful customer case handling.
• Other duties may be assigned or required.

REQUIRED QUALIFICATIONS

• A four year technical degree, or 2 to 3 years of experience in technical support, electrical, or electronic work.
• Experience in the design, implementation, or technical support of complex electro mechanical systems.
• Experience troubleshooting solar PV systems.
• Knowledge of solar PV installation, system design, or inspection.
• Knowledge of basic electrical theory.
• Ability to communicate with customers by phone while taking detailed notes.
• Proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel.
• Proficiency in English, both written and verbal.
• Strong customer focus and a service oriented attitude.
• Strong attention to detail, organization, and accuracy.
• Ability to analyze and solve problems, work under time pressure, and manage multiple projects in parallel, both independently and as part of a team.

PREFERRED QUALIFICATIONS

• Experience in electrical, electronic, or network communications.
• Prior experience in the solar or energy industry.
• Knowledge of mathematical concepts, including graphical representation of data.
• Spanish or German language skills.
• NABCEP certification.

WE OFFER

• Compensation: $30.00 to $32.00 per hour, dependent on experience and qualifications.
• Benefits: Medical plan options through Aetna, plus Kaiser in California, including a $0 premium option, with SMA covering about 90% or more of medical premiums and contributing up to $1,500 a year to your HSA on the high deductible plan.
• Coverage: $0 employee only dental and vision options, plus short and long term disability and $50,000 in life and AD&D insurance at no cost.
• Time Off: 16 days of PTO, increasing with tenure, plus 12 paid holidays.
• Retirement: 401k plan with a 100% match up to 5%.
• Education: Tuition reimbursement and opportunities for professional development.
• Work Model: Hybrid, based at our Rocklin, CA headquarters.
• Culture: Collaborative and innovative work environment.

WORK AUTHORIZATION

Applicants must be authorized to work in the United States on a full time basis. SMA America does not offer employment visa sponsorship of any kind, including H-1B, OPT, CPT, or TN visas. Candidates who currently require or will in the future require visa sponsorship are not eligible for this role. Candidates operating under a temporary work permit or any visa tied employment authorization are also not eligible.

AI ASSISTED APPLICATION MATERIALS

We welcome candidates who use AI tools to organize or polish their application materials. Your resume and responses must accurately reflect your own experience and be written in your own voice. Applications that include fabricated or exaggerated experience, hidden text or embedded instructions, or prescreen responses that do not reflect your own knowledge may be removed from consideration. We want to hear your story: the work you have done, the results you have delivered and the experience you would bring to SMA.

RECRUITMENT FRAUD NOTICE

All SMA America openings are posted on our official careers page and all recruiter communication comes from an @sma-america.com address. We never request payment, banking information, or a Social Security number during the recruitment process. If you are contacted about an SMA America role from a personal email account, or asked for any of the above, please forward the message to View email address on ziprecruiter.com -america.com.

Our EEO Policy

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one's race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran's status, sexual orientation, or any other consideration made unlawful by law.

In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.

Our Privacy Policy

During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA's staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA.

If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the "CCPA"). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.

If you have any question regarding our privacy policy, please contact us at View email address on ziprecruiter.com