Provides first-line technical support to customers, installers, distributors, and service providers for energy storage systems. Responsibilities include creating and triaging HubSpot tickets, guiding users through documented troubleshooting, collecting diagnostic information, resolving L1 issues, attempting L2 cases with guidance, escalating complex or safety-related problems, documenting interactions, supporting warranty and RMA requests, and maintaining product knowledge.

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.

Conduct competitive, market, and regulatory research across public and internal sources. Triangulate signals, assess source reliability, and synthesize findings into executive briefs, dashboards, and recommendations. Partner with sales, product, strategy, and leadership to support active decisions, while administering intelligence trackers, source libraries, and research platforms. The role requires strong analytical judgment, polished executive communication, self-direction, and familiarity with energy storage or clean-energy markets.