Technical Expert L3 - Customer Care

Join our Technical Customer Care team as a trusted technical advisor, helping turn complex customer challenges into practical solutions.

When an issue goes beyond the scope of Level 1 or Level 2 support, you will bring the technical expertise needed to help teams understand the problem, identify its root cause, and determine the appropriate path forward.

As a Level 3 Service Expert, you will investigate issues involving solar, electric vehicle charging, home automation, and energy management systems.

You will collaborate with technicians, service providers, installers, Quality, and Sustaining Engineering, providing guidance remotely and, when needed, in the field.

Your impact will extend beyond resolving individual cases.

By sharing your knowledge, developing technical training, and bringing insights from the field back to our product and engineering teams, you will help strengthen our service capabilities, improve our products, and enable teams across countries to support their customers more effectively.

What you'll be doing


* Provide guidance on complex matters involving solar, electric vehicle charging, home automation, and energy management systems.


* Help Level 1 and Level 2 technicians, service providers, and installers troubleshoot problems, identify root causes, and determine appropriate solutions


* Collaborate with the global Level 3 Service Expert group, Quality, and Level 4 Sustaining Engineering to investigate product failures and establish next steps.


* Use available service tools to assist colleagues remotely and, when needed, travel to the field for more in-depth investigations.


* Develop and deliver technical and installation training to build the knowledge and capabilities of internal colleagues and regional partners.


* Share field insights and recurring concerns with product, service, and development functions to improve existing offers and inform future ones.


* Contribute to service plans, operating processes, and continuous improvement initiatives, while ensuring timely follow-up until assigned cases are resolved.

What you bring


* A degree in electrical engineering, electrical engineering technology, or a related technical field, or equivalent practical experience.


* Hands-on experience with electrical systems or products involving EV charging, solar energy, batteries, power electronics, energy management, or a closely related technology.


* Experience supporting customers, technicians, or internal service teams in a technical environment.


* Strong analytical and troubleshooting skills, with the ability to investigate beyond standard procedures, identify missing information, and isolate potential causes.


* A solid understanding of how hardware, software, and connected systems interact.


* The ability to turn complex or incomplete information into a clear technical assessment and actionable next steps.


* Strong communication and interpersonal skills, wi...