Support Engineer

at 
Stem
Posted on 
25 Nov

The Support Engineers are responsible for providing high end technical support for the AlsoEnergy products to our customer base as well as our support team members. Support responsibilities include coordinating customer’s installations using internal resources and vendor support. This position provides support to end users by handling service requests from our customer base. This individual is accountable for ensuring effective support to our clients by providing assistance and coordination necessary to resolve requests in a timely and accurate manner. The ideal candidate will be customer-focused and work with different teams who have a vested interest in the client.

Responsibilities:
- Work effectively to create a collaborative and inclusive environment, establish goals, and meet objectives to address customer’s technical problems across a broad portfolio of electronic hardware and SaaS platforms via phone, e-mail, and support ticketing system.
- Pick up calls and interact with the customer to provide high-quality technical support for the Also Energy products and customer base (AlsoEnergy will provide training).
- Ability to design and visualize potential solutions, as well as to analyze and interpret data.
- Evaluate existing processes and demonstrate the ability to design a system, component, or process to meet desired needs.
- Work directly with engineering and development staff to bring Tier 2 support cases to a conclusion.
- Demonstrate the ability to formulate, analyze, and solve technical problems with an engineering mindset to bring support cases to a conclusion.
- Create and maintain comprehensive client specific project documentation.
- Develop an in-depth knowledge base of your client’s technical infrastructure ecosystem, culture, and communication preferences.
- Keep customers informed of progress, changes, and solutions in a timely and effective manner.
- Demonstrate the ability to think critically by applying the engineering design process to resolve technical problems during live interactions with end users.
- If needed, manage the relationship between AlsoEnergy and your customers.
- Train, coach, and mentor lower tier technicians with the desire to build their skills, understanding, and confidence as support technicians.
- Read and interpret Modbus maps and communication manuals for hardware used within the Renewable Energy industry.
- Have solutions before bringing up a problem with management or sales.
- Promote a positive work environment by helping to build a culture of acceptance, confidence, professional growth, and comradery.
- Other Duties as assigned

Requirements:
- Willingness to learn about all aspects of AlsoEnergy products to gain the knowledge to provide high-quality technical support for the customer base.
- Complete a multi-week formal training on the products to prepare you to respond to inbound phone calls to act as frontline support for product and service issues.
- Analytical thinking skills to help break complex problems down into simpler parts.
- Provide professional and effective communication skills to varying audiences, including colleagues, management, and customers.
- Proficient in MS Office and computer literate.
- Eligible to apply for support department positions before 1 year. If applying for positions in other departments, you must be in current role at least 1 year.

Qualifications:
- Bachelor’s degree in Electrical or Mechanical Engineering (or equivalent) field required.
- 1+ years electrical experience with components of solar monitoring.
- Ability to develop and conduct appropriate experimentation, analyze and interpret data, and use engineering judgment to draw conclusions.
- Ability to take detailed documentation and assessment of any/all task at hand.
- Experience troubleshooting monitoring equipment and meters.
- Passionate about the solar industry, and willingness to learn new skills.
- Successfully complete applicable technical training program.
- Experience with hardware and software products a plus.

Work Environment:
- Office Setting, primarily in cubicles
- Moderate to high noise levels (i.e., business office with computers, phone, printers, moderate traffic)
- Ability to sit or stand (standing desk provide upon request) at a computer terminal for an extended period.

Physical Demands:
- While performing the duties of this job, the employee is regularly required to communicate (talk/sign/type/write) and operate a computer, telephone (or alternative), keyboard (or typing device), etc.
- Regular, predictable attendance is required.
- Specific vision abilities required by this job include close vision requirements due to computer work.

Other Details:

AlsoEnergy offers a competitive salary and a full list of benefits, including full health benefits on the first on the month following employment (5 medical plan options-HDHP and PPO, 2 dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life), 401k with match after 90 days of employment, 10 paid calendar holidays per year, 2 floating holidays per year, and 3 weeks of PTO per year that begins accruing day one.

All AlsoEnergy employees participate in the Stem (our parent company) Long Term Incentive plan. This plan provides every employee with Restricted Stock Units (RSUs). These RSUs vest 25% each year on your anniversary for 4 years. This is our employee’s opportunity to join in the success of the company.

You will work in a growing, profitable company with a fun and creative environment with a talented group of individuals that have a passion for building renewable energy systems.

This is a hourly nonexempt position, M-F, with additional weekend work as required.

Salary Range: $27.00 - $29.00/hour. (over 40 hrs. per week 1.5 x hourly rate)

This position is based in Boulder, CO. Principals Only
- We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Job Description

The Support Engineers are responsible for providing high end technical support for the AlsoEnergy products to our customer base as well as our support team members. Support responsibilities include coordinating customer’s installations using internal resources and vendor support. This position provides support to end users by handling service requests from our customer base. This individual is accountable for ensuring effective support to our clients by providing assistance and coordination necessary to resolve requests in a timely and accurate manner. The ideal candidate will be customer-focused and work with different teams who have a vested interest in the client.

Responsibilities:
- Work effectively to create a collaborative and inclusive environment, establish goals, and meet objectives to address customer’s technical problems across a broad portfolio of electronic hardware and SaaS platforms via phone, e-mail, and support ticketing system.
- Pick up calls and interact with the customer to provide high-quality technical support for the Also Energy products and customer base (AlsoEnergy will provide training).
- Ability to design and visualize potential solutions, as well as to analyze and interpret data.
- Evaluate existing processes and demonstrate the ability to design a system, component, or process to meet desired needs.
- Work directly with engineering and development staff to bring Tier 2 support cases to a conclusion.
- Demonstrate the ability to formulate, analyze, and solve technical problems with an engineering mindset to bring support cases to a conclusion.
- Create and maintain comprehensive client specific project documentation.
- Develop an in-depth knowledge base of your client’s technical infrastructure ecosystem, culture, and communication preferences.
- Keep customers informed of progress, changes, and solutions in a timely and effective manner.
- Demonstrate the ability to think critically by applying the engineering design process to resolve technical problems during live interactions with end users.
- If needed, manage the relationship between AlsoEnergy and your customers.
- Train, coach, and mentor lower tier technicians with the desire to build their skills, understanding, and confidence as support technicians.
- Read and interpret Modbus maps and communication manuals for hardware used within the Renewable Energy industry.
- Have solutions before bringing up a problem with management or sales.
- Promote a positive work environment by helping to build a culture of acceptance, confidence, professional growth, and comradery.
- Other Duties as assigned

Requirements:
- Willingness to learn about all aspects of AlsoEnergy products to gain the knowledge to provide high-quality technical support for the customer base.
- Complete a multi-week formal training on the products to prepare you to respond to inbound phone calls to act as frontline support for product and service issues.
- Analytical thinking skills to help break complex problems down into simpler parts.
- Provide professional and effective communication skills to varying audiences, including colleagues, management, and customers.
- Proficient in MS Office and computer literate.
- Eligible to apply for support department positions before 1 year. If applying for positions in other departments, you must be in current role at least 1 year.

Qualifications:
- Bachelor’s degree in Electrical or Mechanical Engineering (or equivalent) field required.
- 1+ years electrical experience with components of solar monitoring.
- Ability to develop and conduct appropriate experimentation, analyze and interpret data, and use engineering judgment to draw conclusions.
- Ability to take detailed documentation and assessment of any/all task at hand.
- Experience troubleshooting monitoring equipment and meters.
- Passionate about the solar industry, and willingness to learn new skills.
- Successfully complete applicable technical training program.
- Experience with hardware and software products a plus.

Work Environment:
- Office Setting, primarily in cubicles
- Moderate to high noise levels (i.e., business office with computers, phone, printers, moderate traffic)
- Ability to sit or stand (standing desk provide upon request) at a computer terminal for an extended period.

Physical Demands:
- While performing the duties of this job, the employee is regularly required to communicate (talk/sign/type/write) and operate a computer, telephone (or alternative), keyboard (or typing device), etc.
- Regular, predictable attendance is required.
- Specific vision abilities required by this job include close vision requirements due to computer work.

Other Details:

AlsoEnergy offers a competitive salary and a full list of benefits, including full health benefits on the first on the month following employment (5 medical plan options-HDHP and PPO, 2 dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life), 401k with match after 90 days of employment, 10 paid calendar holidays per year, 2 floating holidays per year, and 3 weeks of PTO per year that begins accruing day one.

All AlsoEnergy employees participate in the Stem (our parent company) Long Term Incentive plan. This plan provides every employee with Restricted Stock Units (RSUs). These RSUs vest 25% each year on your anniversary for 4 years. This is our employee’s opportunity to join in the success of the company.

You will work in a growing, profitable company with a fun and creative environment with a talented group of individuals that have a passion for building renewable energy systems.

This is a hourly nonexempt position, M-F, with additional weekend work as required.

Salary Range: $27.00 - $29.00/hour. (over 40 hrs. per week 1.5 x hourly rate)

This position is based in Boulder, CO. Principals Only
- We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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