Technical Support SME

2 days ago

Mandaluyong City, National Capital Region, Philippines SmartChannel Pty. Ltd. Full time ₱600,000 - ₱800,000 per year

Position: Technical Support - SME (Electrical Engineer)

Schedule: Day Shift

Work Set-up: Onsite (Mandaluyong)

Employment Type: Full-time

As our Technical Support - SME, you are the technical detective of the VoltX Energy team. Working as a customer facing, you will diagnose and resolve complex technical issues for our customers' solar and battery systems. Your mission is to use your deep product knowledge and analytical skills to solve problems remotely, ensuring our customers' systems perform optimally.

Duties and Responsibilities

Troubleshooting:

  • Handle and resolve technical support tickets via calls, email, and chat.
  • Investigate a range of issues including system non-reporting, performance alerts, inverter faults, and battery communication errors.

Remote Diagnostics:

  • Utilize remote monitoring portals, diagnostic software, and other tools to analyze system data and identify the root cause of technical problems.
  • Interpret error codes and performance logs to determine the most effective path to resolution.

Solution & Action Planning:

  • Develop clear, step-by-step action plans to resolve issues. This may include providing simple reset instructions, coordinating with the Installer Coordinator for a site visit, or initiating a warranty/RMA process with the Logistics team.
  • Act as the final point of technical validation before escalating to senior resources.

Knowledge Base Contribution:

  • Systematically document troubleshooting steps, common problems, and successful resolutions in our central Knowledge Base.

Qualification

  • 2-3+ years of experience in technical support, product support, or field service role within an electrical/solar industry.
  • Good communication skills, both oral and written.
  • A strong technical understanding of electrical concepts, with specific knowledge of solar PV and battery storage systems being highly advantageous.
  • Excellent analytical and diagnostic skills with a logical, methodical approach to problem-solving.
  • The ability to communicate complex technical information clearly and simply to a non-technical audience.
  • Experience working with a ticketing system (e.g., HubSpot Service Hub, Zendesk) and remote monitoring tools.
  • Fresh graduates in Electrical Engineering are welcome to apply.

Nice-to-Have:

  • A trade background as a qualified electrician or an experienced solar installer.
  • Direct hands-on experience with the specific inverter and battery brands used by VoltX Energy.
  • Experience in creating technical documentation, training guides, or SOPs.

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