GT HQ

Senior Engineer / Staff Engineer, Global System Support

As a Global System Support Engineer, you will be the bridge between Customer support and HW/SW/FW Engineering teams. You will debug field system issues of Ensemble grid agnostic systems to ensure Enphase products meet the highest quality standards. Responsibilities include driving customer escalations, providing technical support to resolve customer issues, analyzing logs, reporting and tracking issues, and working with product/program management. You will also create internal tools, support the field team, and communicate known issues to the field team. The role involves working with cutting-edge technology in a dynamic and fast-paced environment, focusing on innovation and quality.

GET READY FOR THE FUTURE OF ENERGYOur Vision: World’s best software-defined home energy solutions companyEnphase Energy is using the innovation that made us the world leader in microinverter technology to transform energy generation and management forever.We are one of the fastest growing and most dynamic Energy Systems Companies in the world.&nbsp; By combining the power of solar energy and the proven advantages of communications technology, Enphase Energy makes solar power systems productive, reliable, smart and safe. Our microinverter system is profoundly changing the way solar systems function, and as a result, changing the solar industry itself.&nbsp;As we continue our exciting growth, we are building teams with highly talented individual contributors and leaders who design, develop, and manufacture next generation energy technologies.&nbsp; Our work environment is fast-paced, fun, and full of exciting new projects.<table style="border: none;"><tbody><tr><td width="697" style="border: solid windowtext 1.0pt;background: rgb(217,217,217);">About the Job</td></tr></tbody></table>&nbsp;&nbsp;Enphase is introducing a new technology called Ensemble which allows seamless operation of energy resources such as inverters, storage systems, and loads to operate in a microgrid environment whether connected to a grid or not. This technology allows us to meet predefined Quality of Service specification and Economic objectives.The&nbsp;Global System Support Center&nbsp; is central point of contact for all regional Field/Customer support teams to resolve the system related issues in Systems Business Unit. We work closely with all regional customer support and field application engineers. As Global System Support Engineer, you will act as bridge between Customer support and HW/SW/FW Engineering teams. You will be involved in various debugging field system issues of Ensemble grid agnostic system from NPI through EOL to ensure Enphase products meet the highest quality standards in the industry.<table style="border: none;"><tbody><tr><td width="697" style="border: solid windowtext 1.0pt;background: rgb(217,217,217);">Key Responsibilities </td></tr></tbody></table>&nbsp;<ul><ul><li style="line-height: normal;">Drive customer escalations on the products/system related issues, and work with cross-functional team to define the containment solutions and final resolutions, also provide timely updates to the management&nbsp;</li><li style="line-height: normal;">Provide technical/engineering support for customer support teams to resolve the customer issues</li><li style="line-height: normal;">Collect and analyze the logs from customer sites and apply known fixes for SW/HW/FW issues.</li><li style="line-height: normal;">Report and track the SW / HW /FW issues in the appropriate internal projects.</li><li style="line-height: normal;">Work with Product management/Program management teams to ensure that all critical field related SW/FW issues are addressed in the new SW/FW releases</li><li style="line-height: normal;">Use internal tools and database queries to diagnose the customer problems.</li><li style="line-height: normal;">Create and maintain internal tools to automate the troubleshooting procedures, upgrade SW/FW, collecting failure information and monitor the performance of the customer systems</li><li style="line-height: normal;">Support Field team to identify the defective hardware and co-ordinate with failure analysis team to find the root cause and implement the corrective actions</li><li style="line-height: normal;">Provide subject matter expertise to regional field teams in resolving customer issues</li><li style="line-height: normal;">Actively communicate to Field team about the known issues and containment solutions</li></ul></ul>&nbsp;&nbsp;<table style="border: none;"><tbody><tr><td width="712" style="border: solid windowtext 1.0pt;background: rgb(217,217,217);">Qualifications</td></tr></tbody></table>&nbsp;<ul><li style="text-align: justify;"> Minimum Qualifications</li></ul><ul><ul><li style="line-height: normal;">M.Tech/M.S/B.Tech in Electrical/Electronics/Power systems</li><li style="line-height: normal;">5-10 years of experience in product support, new product rollout and driving customer escalations</li><li style="line-height: normal;">Knowledge on Power systems, Power Electronic devices and Embedded systems</li><li style="line-height: normal;">Excellent verbal and written communication skills, including information consolidation and presentation</li><li style="line-height: normal;">Should have a “can do” attitude and team player in cross-functional environment</li><li style="line-height: normal;">Proactive, flexible, and innovative mindset with analytical problem-solving skills, demonstrating strong ownership</li><li style="line-height: normal;">Highly organized, able to multi-task, the ability to work individually, within a team and with other groups</li></ul></ul>&nbsp;<ul><li style="text-align: justify;"> Preferred Qualifications </li></ul><ul><ul><li style="line-height: normal;">Previous experience as application/technical support engineer or project manager</li><li style="line-height: normal;">Experience with product development life cycle and software release processes is highly desired</li></ul></ul>&nbsp;&nbsp;&nbsp;

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Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.#LI-SD1#LI-Remote.This position is eligible for commissions in accordance with the terms of the company’s plan.What Rocket Software can offer you in Vilnius: <ul><li><h2>Health Insurance: Choose from 3 great options!</h2></li><li><h2>Generous Time Off: Enjoy 25 days of annual leave, plus Juneteenth as an extra day off for everyone.</h2></li><li><h2>Rocket enhanced parental leave benefit.</h2></li><li><h2>Easy Sick Days: Get 6 days of fully paid sick leave without needing a medical certificate.</h2></li><li><h2>Employee Assistance Program – Digital Courses &amp; Meditations, Certified Personal Coaching &amp; Personal Therapy sessions.</h2></li><li><h2>Workcation Policy: Enjoy the flexibility to work from a vacation spot, combining work and leisure.</h2></li><li><h2>Choose your own hybrid/remote work model.</h2></li><li><h2>Tuition Reimbursement and Certificate Reimbursement Program opportunities.</h2></li></ul>Annual salary range for this position is between €27,000.00 - €50,200.00 gross before taxes.Salary range applies only to candidates in LithuaniaSalary offer for the candidate is determined based on the predefined salary ranges for the position and depends on the level of competence and experience of the candidate.Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. &nbsp;If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. &nbsp;We will make a determination on your request for reasonable accommodation on a case-by-case basis.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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