Job Title: Customer Support Engineer
Job Type: Contract
Location: Dublin (Onsite)
Company Overview:
Our client is a global technology leader in telecommunications, smart energy, and enterprise solutions. The company is innovation-driven, with a strong focus on research and development, delivering products across network infrastructure, renewable energy, and cloud technologies.
Role Overview:
The Customer Support Engineer will provide Level 1 technical support for smart energy products, including PV inverters and energy storage systems. The role involves handling inbound customer enquiries, troubleshooting technical issues, logging and managing support tickets, and escalating complex cases where required. This is an onsite contract position based in Dublin, working Monday to Friday, 9:00 am - 5:00 pm.
Key Responsibilities:
- Provide Level 1 support on a 5x-8 hour basis, handling inbound customer calls and enquiries.
- Guide customers through structured information gathering and accurately log cases in line with engineering standards.
- Create, update and manage customer support tickets in accordance with established procedures.
- Deliver first-line technical support for PV inverters, residential and commercial energy storage systems, and related smart energy products via phone, email, and remote diagnostic tools.
- Troubleshoot and resolve issues related to installation, commissioning, operation, and maintenance.
- Escalate complex or unresolved technical issues to second-level support or R&D teams, ensuring clear documentation and timely resolution.
- Identify recurring issues, contribute to case analysis, and support the development of knowledge base documentation.
- Assist with product acceptance testing, firmware updates, and remote configuration as required.
- Provide professional technical guidance to partners, installers, and end users while maintaining high standards of customer satisfaction and safety compliance.
Position Requirements:
- Fluent English (spoken and written) is required.
- French language skills will be a plus.
- Strong phone-handling skills with the ability to manage customer complaints effectively.
- Customer support and service-oriented experience, ideally in a technical environment.
- Background in Electrical Engineering, Power Systems, Renewable Energy, or a related technical field.
- Proficient computer skills, including Microsoft Office and web-based applications.
- 2+ years of experience in PV inverters, battery storage, UPS, or power electronics service/maintenance is preferred.
If you are interested in this role or would like to discuss it further, please contact Nidhi at +353 1 645 5244 or email [email protected].
