Posted on 
Jun 11

Technical Support Engineer

About Allume

Allume is an Australian born company making solar accessible and affordable for multifamily buildings globally. We have developed a proprietary piece of technology, called the SolShare, that optimally shares energy from a single solar system to multiple units. This behind-the-meter technology needs no change to the standard metering infrastructure and no change to the utility's billing system, making it a scalable solution to unlock rooftop solar for a section of the population who have historically been missing out.

About The Role

This position focuses on helping Allume maintain quality of installations, reliability of product and responsiveness of technical support, whilst deployments ramp up in the US.

This person will be the fourth member of Allume’s US team, with the remaining 22 team members being based in Australia (19), China (1) and the UK (2).

This role will be the first point of contact for contractors seeking support during or post installation. They will report directly to the CEO and work closely alongside our Senior Applications Engineer, who manages the pre-installation design training and support, as well as our R&D team based in Melbourne Australia. The role will require a wide range of technical competency across electrical systems, PV system design, technical support processes and software scripting. Additionally, candidates must have strong
communication skills to liaise directly with partners, with both a technical and non-technical background. Candidates should be excited by the opportunity to work in a small fast-growing business with a flat organizational structure. This role will offer the opportunity to build and lead a team of technical support resources as Allume and our number of deployments continue to grow.

Responsibilities
- Manage a process for triaging, documenting, and closing out support tickets originating from Allume’s monitoring system and Allume’s SolShare Installation Partners
- Coordination of contractors to resolve tickets that require a site visit
- Fielding of queries from SolShare Installation Partners in the field, supporting them remotely via Allume’s back-end software system
- Product design input to advise the development team to improve the product (both hardware & software) install-ability, reliability, and ease of maintenance
- Leading team of technical support representatives as SolShare deployments grow

Requirements
- PV design experience
- Competency with electrical systems
- Basic competency in software scripting
- Experience communicating with customers
- Initiative to work autonomously and independently solve problems
- Resilience and adaptability to thrive in a fast moving and ever changing startup environment
- Passion for driving the adoption of renewable energy to create social and environmental change
- Comfortable working in East Coast time zone

Nice to have
- PV installation experience
- Experience establishing and operating customer/technical support processes
- Power electronics experience
- Experience in software development
- Experience communicating remotely to IoT devices
- Leadership experience
- Former or current electrician

Bonus
- Electrical engineering degree
- Experience with Python
- Experience in wireless communication protocols
- Startup experience

Benefits
- Impact focused startup with supportive company culture. Company values:

Have the courage to create, the passion to persevere, and the diligence to deliver, Solve problems that matter, Share the power
- Flexible working options
- 25 days minimum paid leave, further paid leave accessible if approved by CEO
- Stock option allocation available
- Progressive parental leave policy: no minimum tenure; 10 weeks paid maternal leave; 4 weeks paid paternal leave
- Fast growing team of 26 (3 in the US), significant professional development and leadership opportunities available

Description

About Allume

Allume is an Australian born company making solar accessible and affordable for multifamily buildings globally. We have developed a proprietary piece of technology, called the SolShare, that optimally shares energy from a single solar system to multiple units. This behind-the-meter technology needs no change to the standard metering infrastructure and no change to the utility's billing system, making it a scalable solution to unlock rooftop solar for a section of the population who have historically been missing out.

About The Role

This position focuses on helping Allume maintain quality of installations, reliability of product and responsiveness of technical support, whilst deployments ramp up in the US.

This person will be the fourth member of Allume’s US team, with the remaining 22 team members being based in Australia (19), China (1) and the UK (2).

This role will be the first point of contact for contractors seeking support during or post installation. They will report directly to the CEO and work closely alongside our Senior Applications Engineer, who manages the pre-installation design training and support, as well as our R&D team based in Melbourne Australia. The role will require a wide range of technical competency across electrical systems, PV system design, technical support processes and software scripting. Additionally, candidates must have strong
communication skills to liaise directly with partners, with both a technical and non-technical background. Candidates should be excited by the opportunity to work in a small fast-growing business with a flat organizational structure. This role will offer the opportunity to build and lead a team of technical support resources as Allume and our number of deployments continue to grow.

Responsibilities
- Manage a process for triaging, documenting, and closing out support tickets originating from Allume’s monitoring system and Allume’s SolShare Installation Partners
- Coordination of contractors to resolve tickets that require a site visit
- Fielding of queries from SolShare Installation Partners in the field, supporting them remotely via Allume’s back-end software system
- Product design input to advise the development team to improve the product (both hardware & software) install-ability, reliability, and ease of maintenance
- Leading team of technical support representatives as SolShare deployments grow

Requirements
- PV design experience
- Competency with electrical systems
- Basic competency in software scripting
- Experience communicating with customers
- Initiative to work autonomously and independently solve problems
- Resilience and adaptability to thrive in a fast moving and ever changing startup environment
- Passion for driving the adoption of renewable energy to create social and environmental change
- Comfortable working in East Coast time zone

Nice to have
- PV installation experience
- Experience establishing and operating customer/technical support processes
- Power electronics experience
- Experience in software development
- Experience communicating remotely to IoT devices
- Leadership experience
- Former or current electrician

Bonus
- Electrical engineering degree
- Experience with Python
- Experience in wireless communication protocols
- Startup experience

Benefits
- Impact focused startup with supportive company culture. Company values:

Have the courage to create, the passion to persevere, and the diligence to deliver, Solve problems that matter, Share the power
- Flexible working options
- 25 days minimum paid leave, further paid leave accessible if approved by CEO
- Stock option allocation available
- Progressive parental leave policy: no minimum tenure; 10 weeks paid maternal leave; 4 weeks paid paternal leave
- Fast growing team of 26 (3 in the US), significant professional development and leadership opportunities available

Responsibilities

Requirements

Offer

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