Technical Support Engineer

We are seeking a Technical Support Engineer to serve as the Level 3 escalation lead for advanced troubleshooting of home energy products, including EV charging, energy storage, connectivity, and integrated energy management systems. This role will work closely with engineering, quality, suppliers, installers, and customer support teams to diagnose complex issues, identify root causes, and drive resolution. Key Responsibilities

• Lead Level 3 technical troubleshooting and escalation activities for our client’s Energy Home products.
• Investigate complex hardware, software, networking, commissioning, and connectivity issues.
• Analyze logs, telemetry, diagnostic data, installation details, and customer case history to determine root cause.
• Facilitate troubleshooting sessions with cross-functional teams including engineering, quality, suppliers, installers, and customer support.
• Develop technical bulletins, troubleshooting guides, knowledge articles, and service documentation.
• Provide occasional onsite support for critical customer escalations, field investigations, product launches, and supplier reviews.

• Bachelor’s degree in Engineering or related technical field, or equivalent experience.
• Experience troubleshooting complex systems involving hardware, software, networking, and electrical components.
• Strong root cause analysis and cross-functional problem-solving skills.
• Knowledge of electrical systems, EV charging, energy storage, residential energy systems, or connected IoT products.
• Ability to communicate complex technical information to both technical and non-technical audiences., * 4+ years of experience in technical support, systems engineering, field service engineering, product support, or a related technical role.
• Experience with diagnostic logs, telemetry platforms, remote monitoring tools, or cloud-connected devices.
• Background in EV charging, energy storage, power systems, or residential electrical products.
• Experience creating technical documentation, troubleshooting guides, service procedures, or knowledge base content.
• Local to the Metro Detroit area and able to regularly work from the Warren office.

Ideal Candidate

We’re looking for a hands-on technical problem solver who thrives on investigating complex issues, coordinating cross-functional teams, and improving the customer experience through effective troubleshooting and knowledge sharing.