Technical Support Specialist, Solar PV and Storage, Tier 2

Purpose of the Position

The Technical Support Specialist provides the highest quality of customer support through SMA's second level Contact Center. This role responds to incoming calls and emails, resolves complex technical issues for installers and customers in the field, mentors fellow specialists, and supports other departments. The role resolves complex technical support issues across at least two SMA product groups.

Primary Duties / Responsibilities

• Maintains the technical support hotline, using communication and advanced troubleshooting skills to support users, installers, and customers of SMA.
• Provides second level technical support across two or more product groups.
• Serves as a technical subject matter expert on two or more product groups, handling escalated and complex technical calls from SMA customers.
• Creates documentation for publication in document and web based media, describing complex technical issues and solutions, and prepares technical field reports.
• Monitors discussions between Engineering, Quality, and Advanced Service teams through internal quality systems, and shares knowledge with the broader team in real time.
• Mentors other specialists on SMA's product line and consults on complex support cases to help resolve them.
• Balances these responsibilities while resolving customer issues within the performance range of the team.
• Understands end to end business processes to support successful customer case handling.
• Other duties may be assigned or required.

Required Qualifications

• A four year technical degree, or 2 to 3 years of experience in technical support, electrical, or electronic work.
• Experience in the design, implementation, or technical support of complex electro mechanical systems.
• Experience troubleshooting solar PV systems.
• Knowledge of solar PV installation, system design, or inspection.
• Knowledge of basic electrical theory.
• Ability to communicate with customers by phone while taking detailed notes.
• Proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel.
• Proficiency in English, both written and verbal.
• Strong customer focus and a service oriented attitude.
• Strong attention to detail, organization, and accuracy.
• Ability to analyze and solve problems, work under time pressure, and manage multiple projects in parallel, both independently and as part of a team.

Preferred Qualifications

• Experience in electrical, electronic, or network communications.
• Prior experience in the solar or energy industry.
• Knowledge of mathematical concepts, including graphical representation of data.
• Spanish or German language skills.
• NABCEP certification.

We Offer

• Compensation: $30.00 to $32.00 per hour, dependent on experience and qualifications.
• Benefits: Medical plan options through Aetna, plus Kaiser in California, including a $0 premium option, with SMA covering about 90% or more of medical premiums and contributing up to $1,500 a year to your HSA on the high deductible plan.
• Coverage: $0 employee only dental and vision options, plus short and long term disability and $50,000 in life and AD&D insurance at no cost.
• Time Off: 16 days of PTO, increasing with tenure, plus 12 paid holidays.
• Retirement: 401k plan with a 100% match up to 5%.
• Education: Tuition reimbursement and opportunities for professional development.
• Work Model: Hybrid, based at our Rocklin, CA headquarters.
• Culture: Collaborative and innovative work environment.

Work Authorization

• Applicants must be authorized to work in the United States on a full time basis.
• SMA America does not offer employment visa sponsorship of any kind, including H-1B, OPT, CPT, or TN visas.
• Candidates who currently require or will in the future require visa sponsorship are not eligible for this role.
• Candidates operating under a temporary work permit or any visa tied employment authorization are also not eligible.

AI Assisted Application Materials

We welcome candidates who use AI tools to organize or polish their application materials. Your resume and responses must accurately reflect your own experience and be written in your own voice. Applications that include fabricated or exaggerated experience, hidden text or embedded instructions, or prescreen responses that do not reflect your own knowledge may be removed from consideration. We want to hear your story: the work you have done, the results you have delivered and the experience you would bring to SMA.