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With the accelerating demands for data and always-on communications, the Critical Power Division of SolarEdge delivers products and solutions that power critical computers, data storage and machines in a broad range of applications, such as data centers, medical imaging, operating theaters, control centers, laboratories and production lines, all over the world.

Join us for a long-term rewarding career. Power the future with us in a creative, collaborative and friendly environment.

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Technical Service Engineer - Tier 3

Job Description

With the accelerating demands for data and always-on communications, the Critical Power Division of SolarEdge delivers products and solutions that power critical computers, data storage and machines in a broad range of applications, such as data centers, medical imaging, operating theaters, control centers, laboratories and production lines, all over the world. 

We are seeking an experienced Tier 3 technical service engineer which is the final escalation point within the technical service organization for our global customers. Technical issues that cannot be resolved by levels 1 & 2 support staff in the field are escalated to the Tier 3 Engineer from our globally spread teams. As a Tier 3 Engineer you will demonstrate an attitude and appetite for learning new technologies, and applying this to solve customer issues remotely to drive customer satisfaction. You’ve the opportunity to troubleshoot and resolve the most difficult and complicated issues. This position works closely with R&D, Quality, Product Management, Engineering and Sales. 

We are located in Modi'in

What you'll be doing

  • The escalation point for Tier 3 troubleshooting issues being escalated from Tier 1 & 2 support staff globally 
  • Ensure customers & partners inquiries are professionally responded to within established timeframes assuring world class customer satisfaction
  • Responsible for escalating technical issues, to R&D, qualification, engineering and product teams
  • Participating in product testing and integration 
  • Provide “on-site” support to global customers as needed
  • Create and revise procedure for field activities 
  • Investigating and analyzing the company's install base 
  • Provide product training to Tier 1 & 2 support and act as a mentor to junior technician and engineers
  • Provide product training to our partners (basic & advanced training) in face-to-face and remote schemes
  • Ensure that all levels the customer support are informed and are current with the service origination troubleshooting procedures, technical knowledge and product enhancements / latest releases

Requirements:

  • Electrical or Electronics Engineering, and a minimum 3 years’ experience in providing call center (remote) technical support on electronic systems or capital equipment systems 
  • Electrical license
  • Experience utilizing debugging tools and simulations to analyze problems and identify solutions
  • Ability to logically troubleshoot software issues to determine the root cause and present suggested work-around and solutions
  • UPS experience & knowledge – high advantage 
  • Basic understanding of AC/DC and DC/DC circuits and ohms law and DC/AC circuits and their basic principles/ topologies – Advantage
  • Proven professional client facing skills
  • Strong training and coaching skills
  • Approach daily activates with a sense of urgency

Other skills: 

  • Ability to clearly defining problems, analyzing data, establishing facts and drawing valid conclusions, and action plan
  • Excellent written communication, verbal skills and strong listening skills
  • Possesses strong customer relation skills
  • Ability to handle multiple tasks and be able to prioritize accordingly  
  • Team player
  • Fluent English, speaking and writing – Must. Other languages - Advantage
  • Ability to travel globally 15%-20% to customer site as needed