Work Location:
Cities in central and northwestern Vietnam, including Ho Chi Minh City, Hanoi, etc.
About the Role
As an After-Sales Technical Support Engineer at our solar PV company, you will be the frontline expert for resolving complex technical issues with our solar products and systems. You will configure, troubleshoot, and optimize our solutions to ensure seamless operation for our customers, while acting as the trusted liaison between clients and cross-functional internal teams. Your expertise in navigating complex networking environments and passion for renewable energy will be key to driving customer satisfaction and operational excellence.
Key Responsibilities
- Reproduce customer-specific solar PV system environments to replicate and diagnose technical issues, then design and execute targeted tests to validate solutions.
- Efficiently manage and resolve electronic support tickets, ensuring timely updates and clear communication with customers throughout the resolution process.
- Serve as the primary liaison between customers, the Sales team, and the Customer Success team, translating technical details into actionable insights to address customer needs and align on expectations.
- Troubleshoot and configure both software and hardware components of our solar PV systems, including inverters, monitoring platforms, and networking equipment.
- Document all technical issues, root causes, and resolution steps in our knowledge base to build a scalable support framework and improve future response times.
Required Qualifications
- 2+ years of hands-on technical support experience, preferably in the renewable energy, solar PV, or related electrical/networking industries.
- Strong customer service orientation with a proven track record of delivering empathetic, solution-focused support.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders clearly and confidently.
- Demonstrated expertise in troubleshooting complex networking environments and configuring hardware/software systems.
- Familiarity with solar PV system components (e.g., inverters, charge controllers, monitoring software) is a strong plus.
