Provide front-line technical support for lithium battery and solar energy storage products through phone, email, and ticketing systems. Diagnose product, configuration, and performance issues; manage escalations, root-cause analysis, warranty claims, RMAs, and replacement logistics. Maintain case documentation, train customers and installers, support knowledge-base updates, and provide product feedback to Engineering, Product, Quality, and Operations teams. Assist junior representatives and contribute to service process improvements.
Company Overview:
Discover Energy Systems (DES) is a fast-paced, high-growth energy storage solutions company that spun off from a 75-year-old industry leader. Our organization delivers safe, reliable, high-performance solutions for residential and commercial lithium solar energy storage applications. With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships. If you're energized by execution, passionate about renewable energy, and excited by the chance to grow with a dynamic company that’s shaping the future of clean energy, apply today! Check out our website here: Discover Energy Systems
Position Overview:
Discover Energy Systems (DES) is seeking a Technical Support Specialist to provide advanced technical support for its battery management and energy storage solutions. This customer-facing role involves diagnosing electrical and system-level issues, resolving technical problems, managing warranty claims, and supporting customers, distributors, and installers.
The ideal candidate brings hands-on experience with electrical power systems, including installation, commissioning, diagnostics, and troubleshooting, combined with strong problem-solving and customer communication skills. Experience with lithium battery or energy storage systems is an asset.
Role Responsibilities:
- Technical Support – Provide L1 and L2 (Level 1 and 2) technical support via phone and email, diagnosing electrical, configuration, communication, and performance issues.
- Root Cause Analysis – Analyze BMS, inverter, and monitoring data to identify faults and determine root causes.
- Case Escalation – Coordinate complex cases (Level 3) with Engineering, Product, and Quality teams, providing diagnostic findings, measurements, logs, and supporting documentation while maintaining case ownership through resolution.
- Warranty & RMA – Assess warranty eligibility, distinguish product defects from installation errors, and coordinate claims and replacement logistics with Customer Operations.
- Customer Communication – Provide clear, timely updates, explain technical findings, and manage expectations throughout case resolution.
- Training & Enablement – Support customer and channel partner training, installation best practices, and guidance for junior Technical Support Representatives.
- Documentation – Record customer interactions, troubleshooting, and resolutions in HubSpot. Contribute to knowledge base articles, service manuals, and support procedures.
- Continuous Improvement – Provide feedback to Engineering, Product, and Quality teams to improve product reliability and service processes.
Qualifications:
- Electrical Experience – 2+ years of hands-on experience with electrical power systems, power electronics, or related industrial electrical equipment, including installation, commissioning, maintenance, or troubleshooting.
- Electrical Fundamentals – Working knowledge of AC/DC electrical systems, circuits, voltage, current, power, and electrical safety.
- Diagnostic Skills – Experience using multimeters, clamp meters, and electrical test equipment to diagnose electrical faults.
- Troubleshooting – Ability to interpret electrical schematics and wiring diagrams, isolate faults, and troubleshoot system installation, configuration, and integration issues.
- Software – Working knowledge of Microsoft Office, technical documentation tools, and CRM/ticketing systems.
- Customer Experience & Communication – Experience interacting directly with customers, explaining technical issues, and guiding troubleshooting. Strong written and verbal communication skills.
- Education – Technical diploma or degree in electrical or a related field, or equivalent relevant technical experience.
Preferred Qualifications:
- Experience with solar/PV, inverters, UPS systems, battery energy storage systems (BESS), BMS, or industrial power conversion equipment.
- Familiarity with firmware, diagnostic software, or communication protocols such as CAN bus, Modbus, or RS485.
- Technical support or field service experience.
Location:
- Candidates must be located in the Lower Mainland.
- Hybrid work schedule: 3 days per week in the Richmond, BC office and 2 days per week remote.
Compensation & Benefits:
- Salary Range – $78,000–$94,000 annually, commensurate with experience and qualifications.
- Bonus – Eligible for an annual performance bonus of up to 10% of base salary.
- Benefits – Standard company benefits, including health, dental, and vision insurance, paid vacation, and other applicable employee programs.
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