Solar Support Engineer

Sun Solar Energy Solutions (SSES) is seeking a knowledgeable and customer-focused Technical Support Specialist to join our Solar Department. This mid-level role is the bridge between our installation crews and our customers - ensuring that every system we install performs as promised, every customer question gets a clear answer, and every issue gets resolved with professionalism and urgency., 1. Post-Installation Customer Support

Serve as the primary point of contact for customers following system activation - answering questions about system performance, monitoring apps, utility billing, and general solar operations via phone, email, and in-person as needed.

1. System Performance Monitoring

Proactively monitor installed solar and battery systems using manufacturer platforms (Enphase Enlighten, SolarEdge, Tesla, Franklin) to identify underperforming systems and initiate outreach before customers notice issues.

1. Troubleshooting & Diagnostics

Diagnose system issues remotely through monitoring portals and customer-reported symptoms - including inverter faults, communication errors, battery malfunctions, and production discrepancies - escalating to field crews when on-site resolution is required.

1. Warranty & Service Coordination

Manage warranty claims with equipment manufacturers (Enphase, SolarEdge, Tesla, Q Cells, REC, etc.); coordinate RMA processes, replacement scheduling, and field dispatch to ensure timely resolution for customers.

1. Customer Education

Educate customers on how to read their monitoring apps, interpret utility bills under NEM 3.0, understand Time-of-Use (TOU) rates, and optimize battery usage - turning confusion into confidence.

1. Interconnection & Utility Support

Assist customers with utility interconnection questions, PTO (Permission to Operate) status follow-ups, net metering enrollment, and utility billing discrepancies in coordination with the operations team.

1. Case Documentation & Tracking

Log all support interactions, system issues, and resolutions in the CRM with accuracy and detail - maintaining a complete service history for every customer account.

1. Escalation Management

Identify patterns in recurring issues and escalate systemic problems to the operations or installation management team; act as the internal advocate for the customer until resolution is complete.

1. Field Crew Coordination

Coordinate scheduling of service calls and warranty visits with installation crews; provide field technicians with detailed pre-visit diagnostic notes to improve first-visit resolution rates.

1. Customer Satisfaction

Follow up with customers post-service to confirm resolution and satisfaction; contribute to SSES’s reputation for responsive, professional support in every interaction.

1. Internal Knowledge Base

Contribute to building and maintaining SSES’s internal library of troubleshooting guides, FAQs, and common issue resolutions to support the team and reduce repeat escalations.

1. Reporting

Provide regular reporting to management on support ticket volume, resolution times, recurring equipment issues, and customer satisfaction trends.

SYSTEMS & PLATFORM KNOWLEDGE

• Solar PV Systems: Residential string and microinverter systems, production monitoring, NEM 3.0 billing, PTO process, shading analysis basics.

• Energy Storage: AC/DC-coupled battery systems - Enphase IQ Battery, Tesla Powerwall, SolarEdge, Franklin. TOU optimization, backup modes, commissioning basics.

• Monitoring Platforms: Enphase Enlighten, SolarEdge monitoring portal, Tesla app, Franklin iBMS - reading alerts, performance data, and fault codes.

• Utility & Interconnection: PG&E, SCE, NEM/NEM 3.0, interconnection agreements, TOU rate structures, net metering billing basics.

• Warranty & RMA Process: Manufacturer warranty terms, RMA submission workflows, field replacement coordination, customer communication throughout.

• CRM & Support Tools: Ticket management, case logging, customer history tracking, knowledge base documentation, and reporting.

Do you have a valid Driver’s License license?, Do you have experience in Ticketing system technical support?, 3-5 years of solar industry experience

• Solar PV system knowledge

• Customer-facing support experience

• Monitoring platform proficiency (Enphase, SolarEdge, or equivalent)

• Strong written and verbal communication skills

• CRM / ticketing system experience

• Valid CA Driver’s License

• Strong problem-solving and diagnostic mindset

PREFERRED / STRONG PLUS:

• Energy storage (battery) experience

• NABCEP Certification (any level)

• NEM 3.0 / utility billing knowledge

• Warranty / RMA coordination experience

• Enphase Enlighten / SolarEdge platform experience

• Bilingual English / Spanish

12625 Jomani Drive, Bakersfield, CA 93312 Hybrid work $23 - $40 an hour - Full-time, Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off

• Vision insurance, Base Salary: $50,000 - $75,000 / year (DOE)

• Performance Bonus: Eligible based on support metrics and customer satisfaction

• Health Benefits: Medical, Dental, Vision (after probation period)

• PTO: Accrued PTO + paid holidays

• Tools: Company laptop, phone allowance, monitoring platform access, CRM license

• Training: Ongoing manufacturer training and certification support

ABOUT SUN SOLAR ENERGY SOLUTIONS

SSES is a regional solar and energy storage contractor headquartered in Central California with locations serving Bakersfield, Visalia, Fresno, and San Luis Obispo. We are a hands-on, growth-minded team that takes pride in the quality of our installations and the experience we deliver to every customer.

Pay: $23.00 - $40.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance