Support Engineer

This position helps our customers and end users to solve their technical issues and provide guidance and other support services. This role requires both deep technical understanding and interpersonal skills. As a Support Engineer you will play a key role in customer relations, and maintaining the company reputation. This position will primarily support our West Coast customers, however, candidate must be flexible in support to our entire customer base. Major Areas of Responsibility Analyze customer’s issues and provide satisfactory solutions. Provide online training and troubleshooting services. Perform onsite service. Conduct engineering testing, reproduce reported issues. Answer phone calls and Emails from customers. Write engineering documents. Collect customer feedback and open issues; report them to R&D team. Primary Objectives This position is to ensure our customers feel they are supported by our professional support and to maintain good relationships between our customers and us. This position also serves as a major source of customer feedback and system issues. This feedback is important for product improvement and future product development. Specific Responsibilities of the Job (Optional) 1. Analysis customer’s issue and find a solution to fix it. Collect necessary customer’s files and data, analyze the root cause of any issue reported, and find a solution to fix it. If an immediate solution is not apparent, support engineers can escalate issues to the engineering team. 2. Provide online training/troubleshooting service. Use phone, video call, and remote access software to expedite the troubleshooting process and provide real time online training and instruction. 3. Perform onsite service. Perform onsite service including system set up, system calibration, troubleshooting, customer training, and other services as needed. 4. Conduct engineering Test. Reproduce reported customer issues and software bugs. Verify new features and patches are working as intended. Evaluate system limitation and performance under different scenarios. Perform specific test(s) per customer’s need. 5. Answer phone call/Emails from Customers. Answer incoming phone calls and emails, summarize customer’s questions and feedback. 6. Write engineering documents. Internal documents include but not limited to: Module assemble/testing instruction Module troubleshoot procedure Module/Product/Feature introduction Engineering test report. External documents include but not limited to: Product white paper (technical introduction). Product general introduction. Product specification sheet. 7. Collect customer feedback and open issues, feedback them to R&D team. Collect feedback through phone calls, emails, and visits. Summarize the feedback for further discussion. Required Knowledge, Skills, and Abilities Have basic electrical engineering knowledge including components and circuits. Understand analog circuit theory and digital circuit theory. Able to use multimeter, oscilloscope, and other common equipment. Ability to read and write technical documents. Expected Travel for onsite services will range from 50% or higher as needed. Good verbal and written communication with others and able to talk in front of a camera. Good learning ability and attitude. Able to handle multiple tasks. Knowledge of Power system/Power Electronics is preferred. Knowledge of computer network is preferred. Training at our HQ for 3-6 months is required. Education and Experience Degree or equivalent experience: BS degree in Engineering: EE is preferred, Mechanical Engineering preferred, Computer Science preferred Years of experience: entry level, but experience is appreciated. Years of experience may be considered as equivalent to required education. Specialized training in: Electrical or electronics Active affiliations: None Other requirements (certifications and so forth): None Physical Demands (Optional, e.g., for production/logistics) Able to take coast to coast flights. Able to drive independently. Able to lift up to 50 lbs. Work Environment Office/Lab/Facility/onsite combined Job Type: Full-time Pay: $65,000.00 - $90,000.00 per year Benefits: 401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Schedule: 8 hour shift Work Location: On the road