Senior Technical Support Engineer (m/w/d)

Tigo is the worldwide leader in Flex MLPE (Module Level Power Electronics) with innovative solutions that significantly enhance safety, increase energy production, and decrease operating costs of photovoltaic (PV) systems. Tigo's TS4 platform maximizes the benefit of PV systems and provides customers with the most scalable, versatile, and reliable MLPE solution available.

Tigo was founded in Silicon Valley in 2007 to accelerate the adoption of solar energy worldwide. Tigo systems operate on 7 continents and produce gigawatt hours of reliable, clean, affordable and safe solar energy daily.

We need top-notch individuals with a passion for solving complex problems and bringing renewable energy to the masses. Members of the team enjoy rewarding salaries, excellent benefits, an uninhibited work culture, and the satisfaction of helping to reduce the world's dependency on fossil fuels. We work hard knowing our results will impact the affordability, reliability, and safety of clean and renewable energy systems.

Job Description

Tigo's Customer Success Team is looking for enthusiastic, thoughtful and highly motivated problem solvers who are passionate about delivering the best customer experience while building lasting relationships with our customers. This position plays a crucial role in the overall customer experience the company offers.

In this role, you will be the reference Technical Support person for our customers in your country, and support them via telephony and support tickets, adding in-person meetings and/or on-site assistance as needed. As part of the Customer Success team, you will work independently and as a valued team member.

Competitive salary. Health benefits packages may be included in certain geographies.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Responsibilities

• Passionate, Customer-Centric individual who can find solutions to any problem with a mindful approach and patient persistence.
• Develop a deep understanding of the Tigo Energy product line. This will set you up for success in supporting our customers and helping them navigate the conversation.
• Own the resolution of customers' issues with our products and services, both via telephony and support tickets.
• Provide on-site assistance to customers whose problems cannot be resolved via remote support.
• Provide training to customers as needed, both for technical problems prevention and correction.
• Meet team metrics for support performance and customer satisfaction.
• Collect and analyze feedback after completing customer inquiries.
• Work collaboratively with EMEA Technical Support Engineers, Product Support Engineers and Sales Engineers to solve customer issues as quickly and efficiently as possible.
• Report customer complaints and escalate issues when necessary to prevent potential churn.
• Relay product flaws and failures to engineering and product development teams.
• Put yourself in our clients' shoes to deliver the best Customer Success experience in the market.

Requirements

Key Qualifications

• Bachelor's or Master's, Technical Degree is a plus, not a must
• 2+ years of Technical Support experience with field support capabilities and related electrical certifications
• Computer proficiency - Microsoft Office a must
• Experience with Zendesk, Talkdesk and/or Salesforce a plus.

A successful candidate will have the following skills:

• English fluency, both written and spoken.
• Empathic, respectful demeanor when facing clients' issues.
• Great technical skillset with demonstrable on-site, practical experience.
• Strong communication with co-workers, managers and customers.
• Strong organizational skills and meticulous attention to detail.
• Successful time management and prioritization skills.
• Ability to accept, cherish and apply constructive feedback in a professional manner.
• Ability to work as part of a team within a highly collaborative environment.
• Ability to proactively communicate consistently, clearly and honestly.
• Ability to successfully adapt to a rapidly changing working environment.
• Lifelong learning attitude.