Tier 2 Technical Support Engineer at Lunar Energy

Mountain View, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Clean Energy, Renewable EnergyIndustries

Requirements

Degree in engineering or applicable equivalent technical field experience
5+ years of relevant industry experience and knowledge in the design and installation of residential solar, battery and/or EV charging products
Must maintain a clean driving record with the ability to pass a driving background check
Valid state or local Electrical Journeyman certification or license preferred
Knowledge of the NEC and applicable codes and standards
Ability to interpret single line drawings, permit packages and technical specifications for PV (required), ESS (required) and EVSE (desired) systems
Ability to read graphs with device telemetry and spot anomalies in large data sets
Ability to troubleshoot complex electrical problems
Understands interconnection activities, building & safety department processes and basic construction principles

Responsibilities

Provide remote (phone, live-chat, email) support from Lunar Head Office
Coordinate with the field team (FSEs) to determine sites to attend and ensure site visits are supported remotely
Serve as a subject matter expert on the installation of all Lunar products
Assess and approve RMAs in the field
Work closely with internal teams and installer partners to troubleshoot and resolve technical field issues, ensuring high quality installations and customer satisfaction
Troubleshoot and perform root-cause analysis, both remotely and sometimes on-site
Provide Lunar lab, remote, on-the-job, and continuing education training for channel partners and internal staff
Educate Building and Safety departments (AHJs) and secure first permits for the Lunar System in any given region
Interpret data and report on key metrics, providing insight and suggestions for improvement
Identify areas of most common installer errors or system issues, and propose training, design, software, and/or hardware mitigations
Take ownership of issues or questions, escalate problems to appropriate persons, and follow up with customers
Maintain a fleet of service vans, ensuring they are stocked with tools and hardware, kept clean and tidy, and have regular stock checks
Use internal software to communicate with installation partners via phone, live-chat or email, ensuring correct categorization, definition of issues, and use of support systems (e.g., Tier 3 escalation tickets, RMA tickets)

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingRemote SupportProduct InstallationBattery StorageSolar GenerationLoad ControlField CoordinationRMA ProcessingCustomer Satisfaction

Questions & Answers

Common questions about this position

Is this role remote or office-based?

This role will be primarily based at Lunar headquarters in Mountain View, but will also require some travel locally and nationally. You should be prepared for it to become more or less field-based depending on needs.

What skills are required for the Tier 2 Technical Support Engineer position?

Key skills include problem-solving, adaptability, technical expertise in Lunar product installations, troubleshooting and root-cause analysis, training delivery, and customer support via remote channels.

What is the company culture like at Lunar Energy?

Lunar Energy has a dynamic, fast-growing startup culture that values flexibility, adaptability to changing requirements, and commitment to customer satisfaction in a collaborative environment with internal teams and partners.

What salary or compensation does this role offer?

This information is not specified in the job description.

What makes a strong candidate for this Tier 2 Technical Support Engineer role?

Strong candidates are adaptable problem-solvers comfortable in a rapidly growing startup, with expertise in technical support, product installations, troubleshooting, training, and a commitment to high-quality customer service.

Lunar Energy

Modular energy storage solutions for homeowners

About Lunar Energy

Lunar Energy provides energy storage solutions specifically designed for residential clients. Their main product, the Lunar System, is a modular energy storage unit that can be expanded as energy needs increase, allowing homeowners to store energy generated from solar panels for use during peak hours or power outages. This system ensures a continuous power supply and helps users save on energy bills. Unlike many competitors, Lunar Energy focuses on a user-friendly experience, offering an app that provides detailed reports on energy usage and storage, enabling effective energy management. The company's goal is to promote sustainability and energy independence for homeowners, making it easier for them to optimize their energy usage and reduce reliance on traditional power grids.

Mountain View, CaliforniaHeadquarters

2020Year Founded

$291.8MTotal Funding

EARLY_VCCompany Stage

Energy, Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Unlimited Paid Time Off

401(k) Retirement Plan

401(k) Company Match

Paid Parental Leave

Phone/Internet Stipend

Wellness Program

Risks

Competition from Tesla could limit Lunar Energy's market share.

Dependence on Sunrun for distribution poses a risk if partnerships dissolve.

Reliance on SK for manufacturing may expose Lunar Energy to geopolitical risks.

Differentiation

Lunar Energy offers a modular energy storage system for residential clients.

The Lunar System integrates seamlessly with solar panels for energy independence.

Lunar Energy's app provides detailed energy usage reports for effective management.

Upsides

Increased interest in virtual power plants enhances Lunar Energy's market opportunities.

Collaboration with SK Group could reduce production costs and improve efficiency.

Acquisition of GridShare software positions Lunar Energy as a leader in smart energy management.

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