Senior Technical Support Specialist

at  GivEnergy Ltd

DUE TO THE REQUIREMENT FOR OCCASIONAL SITE VISITS, A FULL DRIVING LICENCE IS PREFERRED

GivEnergy Europe are looking for a Senior Technical Support Specialist to join our fantastic team in Woerden. We specialise in a range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money!
If you are customer-focused and technically experienced, we’d love you to join us to support our customers and installers. You’ll minimise product downtime to ease unnecessary on-site support through routine monitoring, and remote diagnosis.

WE WELCOME APPLICATIONS FROM CANDIDATES OF ALL BACKGROUNDS, INCLUDING MINORITIES, WOMEN, INDIVIDUALS WITH DISABILITIES, LGBTQ+ INDIVIDUALS, AND VETERANS.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.
Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.
Job Type: Full-time
Pay: €3.000,00 - €4.000,00 per month
Work Location: Hybrid remote in 5612 AZ Eindhoven, Netherland

Knowledge Sharing and Documentation:

• Creating Technical Documentation: Work with the R&D and marketing team to develop comprehensive documentation on issue resolutions, system configurations, and troubleshooting processes.
• Training and Mentoring: Train and mentor lower-level support staff to enhance their technical skills and understanding of complex issues

Deep Technical Troubleshooting

• Root Cause Analysis: Perform detailed root cause analysis of escalated issues to identify underlying problems.
• Advanced Diagnostics: Utilise advanced diagnostic tools and techniques to resolve complex technical issues.

Issue Resolution and Development:

• Resolving Critical Issues: Address and resolve the most difficult and rare problems that go beyond the expertise of first and second line support.
• Custom Solutions: Develop and implement custom fixes or patches for specific issues that may not have a standard solution, to be discussed with Software Development team or with the R&D team.

Collaboration with Development Teams:

• Bug Fixing and Feature Enhancement: Work closely with software developers or product engineers to address bugs and suggest enhancements.
• Testing and Validation: Validate and test software patches or updates to ensure they resolve issues without introducing new problems.

System and Application Management:

• Performance Optimisation: Analyse system and application performance, making recommendations or implementing changes to improve efficiency and reliability.
• Infrastructure Support: Support the infrastructure by providing expertise on configuration, scalability, and system integrations.

Knowledge Sharing and Documentation:

• Creating Technical Documentation: Work with the R&D and marketing team to develop comprehensive documentation on issue resolutions, system configurations, and troubleshooting processes.
• Training and Mentoring: Train and mentor lower-level support staff to enhance their technical skills and understanding of complex issues.

Proactive Support and Innovation:

• System Monitoring and Proactive Maintenance: Monitor systems to detect and prevent potential issues before they impact users.
• Process Improvement: Continuously look for ways to improve support processes, tools, and technologies to enhance service delivery.

Customer and Stakeholder Communication:

• Detailed Communication: Communicate complex technical issues and resolutions clearly to both technical and non-technical stakeholders.
• Escalation Handling: Manage escalations from high-profile or critical customers, ensuring their issues are resolved satisfactorily.

Compliance and Security:

• Security Best Practices: Ensure that all technical solutions and processes comply with security standards and GDPR regulations.
• Data Management: Handle sensitive data securely and responsibly, adhering to data protection laws and company policies.