Global System Support

Description

Enphase is introducing a new technology called Ensemble which allows seamless operation of energy resources such as inverters storage systems and loads to operate in a microgrid environment whether connected to a grid or not. This technology allows us to meet predefined Quality of Service specification and Economic objectives.

TheGlobal System Support Center is central point of contact for all regional Field Engineers to resolve the system related issues in Storage Business Unit. We work closely with all regional customer support and field application engineers. As Global System Support Engineer you will act as bridge between Customer support and Engineering teams. You will provide 2^nd/3^rd level support to all regional customer support teams and will be involved in various debugging field system issues of Ensemble grid agnostic system from NPI through EOL to ensure Enphase products meet the highest quality standards in the industry.

What you will do

• Provide 2^nd / 3^rd level support for all regional Field engineers to resolve the customer issues
• Collect and analyze the logs from customer sites and apply known fixes for SW/HW issues.
• Report and track the SW / HW issues in the appropriate internal projects.
• Use internal tools and database queries to diagnose the customer problems.
• Support customer escalations and work with cross-functional team to define the containment solutions and final resolutions for the customer escalations.
• Support Field team to identify the defective hardware and co-ordinate with failure analysis team to find the root cause and implement the corrective actions
• Support the early system installations/ commissions (Alpha)
• Actively monitor the Alpha systems and report the issues to the project team in timely manner to ensure the new product design meets the system performance requirements.
• Actively communicate to Field team about the known issues and containment solutions

Who you are and What you bring

• in Electrical/Electronics/Power systems
• 0-2 years of experience in product support new product rollout and driving customer escalations
• Knowledge on Power systems Power electronic devices and Embedded systems
• Basic programming skills and knowledge in at least one script language: Ruby Bash Perl Python etc.
• Working experience in Unix/Linux environment. Networkingshell python databases
• Excellent verbal and written communication skills including information consolidation and presentation
• Should have a can do attitude and team player in cross-functional environment
• Proactive flexible and innovative mindset with analytical problem-solving skills demonstrating strong ownership
• Highly organized able to multi-task the ability to work individually within a team and with other groups
• Service-oriented personality and willing to work in night shift when needed
• Previous experience as application engineer
• Experience with product development life cycle and software release processes is highly desired