Job Summary
We are looking for a proactive and technically strong Technical Customer Support Engineer to support and troubleshoot critical issues in Battery Energy Storage System (BESS) deployments. The role involves addressing customer queries, analyzing system warnings/alarms, coordinating with internal engineering teams, and serving as the first point of contact (PoC) between customers and the company for issue resolution.
Key Responsibilities
Act as the first technical Point of Contact (PoC) for customer support related to Battery Energy Storage Systems.
Troubleshoot critical system issues, alarms, warnings, and operational failures in battery and energy storage deployments.
Coordinate with technical team to analyze logs and telemetry data from BMS, PCS, inverter, EMS, and cloud platforms to identify root causes.
Coordinate with hardware, firmware, software, and field service teams for faster issue closure.
Provide timely technical responses and updates to customers during incidents and escalations.
Track, document, and manage customer tickets through closure while ensuring SLA compliance.
Support commissioning, remote diagnostics, and system health monitoring activities.
Create troubleshooting guides, FAQs, and knowledge-base documentation for recurring issues.
Assist customers in understanding product features, operational limits, and best practices.
Escalate critical field issues with clear technical summaries and corrective action recommendations.
Required Skills &Qualifications
Bachelor's degree in Electrical, Electronics, Instrumentation, Energy Systems, or related field.
2–5 years of experience in technical support, field diagnostics, or customer engineering roles.
Good Understanding Of
- Battery Management Systems (BMS)
- Inverters / PCS
- Energy Management Systems (EMS)
- Lithium-ion battery systems
- SCADA / telemetry systems
Familiarity with CAN, Modbus, RS485, Ethernet, and remote monitoring platforms.
Ability to interpret logs, alarms, and system performance data.
Strong problem-solving, communication, and customer-handling skills.
Willingness to support field deployments and emergency issue resolution when required.
Preferred Qualifications
Experience in renewable energy, EV, or energy storage industry.
Exposure to cloud dashboards, data analytics, or remote diagnostics tools.
Knowledge of safety standards and operational procedures for energy storage systems.
Location: KR Puram-Bangalore
