Home Energy Technical Support Engineer

Job Description

Job Description

Position SummaryThe Home Energy Technical Support Engineer serves as the Level 3 troubleshooting lead for OEM Energy Home products. This role is responsible for diagnosing complex technical issues, guiding real-time troubleshooting forums, leading root cause investigations, and driving resolution across customer support, engineering, quality, installer, and supplier teams.This role is also accountable for turning technical learnings into scalable knowledge. The engineer will create technical bulletins, troubleshooting one-pagers, service guidance, installation manual updates, and troubleshooting manuals to improve operational efficiency and customer outcomes.Key ResponsibilitiesAdvanced Technical Troubleshooting & Issue ResolutionServe as the primary Level 3 technical escalation resource for OEM Energy Home 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.Product Quality and Continuous ImprovementPartner 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.Technical Documentation & Knowledge ManagementCreate 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.Occasional Field Investigation SupportTravel as needed to support critical onsite investigations, supplier activities, product launches, validation events, or high-priority customer escalations.Provide onsite technical expertise when remote troubleshooting is insufficient or when direct product observation is required.Capture field observations, installation details, diagnostic findings, and customer impact information to support root cause analysis and corrective action.Required QualificationsBachelor 's degree in Electrical Engineering, Systems Engineering, Mechanical Engineering, Computer Engineering, or a 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.Preferred QualificationsLocated in the metro Detroit area and able to regularly come into the Warren, Michigan office.4+ years of experience in technical troubleshooting, systems engineering, product support, field service engineering, electrical systems, energy systems, EV charging, or a related technical environment.Experience with diagnostic log analysis, telemetry platforms, remote monitoring tools, mobile app ecosystems, or cloud-connected devices.Experience creating technical bulletins, troubleshooting guides, service procedures, installation guidance, training content, or knowledge base articles.Experience working with suppliers on technical investigations, component concerns, quality issues, or corrective action plans.Experience supporting product launches, quality reviews, design reviews, or service readiness activities.Salesforce experience is also a plus.Success ProfileThe ideal candidate is a hands-on technical problem solver who can operate confidently between customer support, engineering, quality, and supplier teams.This person excels at diagnosing ambiguous issues, asking the right technical questions, organizing evidence, documenting clear guidance, and helping the broader organization resolve issues faster and prevent repeat escalations.