Tier 2 Technician

Description

Power the Future with us!

SolarEdge (NASDAQ: SEDG), is a global leader in high-performance smart energy technology, with over 3000 employees, offices in 34 countries, and millions of products installed in over 133 countries.

Our diverse product offering comprises intelligent solar inverters, battery storage, backup systems, EV charging, and complete home energy management ecosystems.

By leveraging world-class engineering capabilities and with a relentless focus on innovation, we strive to create a world where clean, green energy from the sun is the primary source of power for our homes, businesses, and just about everywhere we thrive.

The Tier 2 Technician serves as a senior technical support resource responsible for handling complex customer and internal support cases escalated from Tier 1. This role requires strong technical troubleshooting capabilities, cross-functional collaboration, ownership of critical incidents, and a commitment to delivering high-quality resolutions while maintaining excellent customer experience.

Key Responsibilities

• Advanced Technical Support & Troubleshooting – Investigate, diagnose, and resolve complex software, hardware, system, and integration issues escalated from Tier 1 support, including log analysis and root cause identification.
• Escalation & Critical Incident Management – Own high-priority and critical support cases, ensuring SLA compliance while coordinating resolution efforts across Product, R&D, Engineering, QA, Operations, and Customer Success teams.
• Incident Investigation & Root Cause Analysis (RCA) – Lead incident and problem management activities, document findings, implement corrective and preventive actions, and drive long-term solutions for recurring issues.
• Issue Reproduction & Solution Validation – Reproduce customer-reported issues, validate fixes, and ensure solutions effectively resolve identified problems.
• Knowledge Management & Team Enablement – Create and maintain technical documentation, troubleshooting guides, and knowledge base articles, while mentoring Tier 1 support teams and sharing technical best practices.
• Continuous Improvement & Support Readiness – Analyze support trends, identify operational improvement opportunities, participate in product release validation, and recommend enhancements to support processes, tools, and workflows.

Requirements

• 3+ years of experience in Technical Support, Help Desk, Customer Support, or similar technical roles.
• Proven experience handling Tier 2 or advanced technical support cases.
• Strong troubleshooting and analytical skills.
• Experience working with ticketing systems such as Salesforce, Zendesk, ServiceNow, Jira, or similar platforms.
• Excellent communication skills in English (written and verbal).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer-oriented mindset and ownership attitude.