Senior Manager/Director Technical Support Engineering

Senior Manager/Director Technical Support Engineering

Bangalore, India
 

Enphase Energy is a global energy technology company and leading provider of solar, battery, and electric vehicle charging products. Founded in 2006, Enphase transformed the solar industry with our revolutionary microinverter technology, which turns sunlight into a safe, reliable, resilient, and scalable source of energy to power our lives. Today, the Enphase Energy System helps people make, use, save, and sell their own power. Enphase is also one of the fastest growing and innovative clean energy companies in the world, with approximately 68 million products installed across more than 145 countries.  

Customer Experience organization builds trust and confidence for every customer and organization through delivering a seamless support experience. We are powered by cutting edge AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Enphase investment.

If you are passionate about advancing a more sustainable future, this is the perfect time to join Enphase! 

About the role:   

As a Technical Support Engineering Manager/Director, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will enable your team to deliver a great customer experience and drive Enphase Product Improvement. This opportunity will allow you to accelerate your career growth and hone your technical management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.

Enable Enphase to succeed in Solar Energy domain by building application and services for various stakeholders of the company including homeowners, installers and customer support.

What you will do:  

• Tracks customer issues resolution speed and removes roadblocks preventing issues from being resolved. Acts as an escalation point in case resolution as necessary. Aligns resources of product group to support engineers.
• Identifies patterns (e.g., number of cases with similar issues), solutions, and collaborates with internal stakeholders to prioritize issues at the global level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues.
• Communicates aggregated customer feedback to stakeholders to influence and drive product quality improvements.
• Identifies resources needed to resolve bugs. Drives visibility of product bugs to ensure timely engagement and/or action. Tracks pending cases due to bugs and influences product team to improve resolution and prevent customers from being impacted.
• Establishes requirements and collaborates with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.
• Creates and establishes operational frameworks and sets standards and measures for resolving issues. Enhances processes or workflows across the line of business.
• Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.

Who You Are and What You Bring

• B.E/B.Tech in Computer Science or Electrical Engineering from top tier college and >70% marks   
• 10+ years of experience with Technical Support Engineering (TSE).
• Proficiency in related frameworks and tools for Technical Support Engineering (TSE).
• Excellent communication skills with an ability to influence across organizations.
• Experience in building and leading support engineering teams.
• Experience with engineering processes and root cause analysis.