Associate, Customer Support Engineer (New College Graduates)

📋 Description

• • Be the voice of Enphase Energy to installers, homeowners, and partners worldwide. As a Customer Support Engineer, you will own the end-to-end experience for every ticket that lands in your queue—turning frustrated callers into lifelong advocates for clean energy.
• • Operate in a true 24/7 follow-the-sun model. You will be scheduled for 8-hour shifts that may include nights (9 PM–11 PM), weekends, and holidays, ensuring that a solar array in Hawaii or a battery in Germany never waits for help.
• • Triage and diagnose complex systems that combine PV modules, microinverters, IQ Batteries, EV chargers, Envoy communications gateways, and cloud-based monitoring. You will replicate issues in our lab environment, capture logs, and isolate root causes down to a single component or firmware revision.
• • Deliver multi-channel support via phone, email, and live chat—often switching channels mid-case to meet the customer where they are. Average handle-time targets are aggressive, but first-contact resolution is prized above all; you are empowered to dispatch replacement hardware, push firmware updates, or escalate to Tier-3 engineering without layers of approval.
• • Author and approve warranty claims in Salesforce, balancing customer goodwill with company policy. You will decide whether a rooftop RMA is justified by data or if a truck roll can be avoided with a remote config change—every decision saves CO₂ and dollars.
• • Activate new Enphase systems from your desk: verify site designs, commission monitoring portals, and educate installers on best practices for rapid shutdown, load balancing, and time-of-use optimization. A flawless activation prevents future support volume.
• • Maintain meticulous case notes in our global CRM so that any colleague can pick up where you left off. Your knowledge-base articles will be read by 1,000+ teammates and translated into six languages; clarity and accuracy are non-negotiable.
• • Contribute to weekly “voice of customer” reports that feed directly to hardware, firmware, and app teams. When you spot a spike in ground-fault alarms on a certain microinverter revision, you trigger a quality hold that can prevent millions of dollars in field retrofits.
• • Mentor newly hired contractors in lower-cost regions, recording micro-learning videos and hosting virtual shadowing sessions. Your ability to teach complex concepts simply will scale Enphase support faster than any chatbot.
• • Meet individual KPIs: <10% escalation rate, ≥90 CSAT, first-response SLA <30 minutes, and warranty fraud <0.5%. Exceed them and you will fast-track into Technical Account Management, Solutions Engineering, or Product Management within 18–24 months.
• • Work from anywhere in the continental U.S. with a company-provided MacBook, noise-canceling headset, and cellular backup. We ship you a miniature “Enphase in a Box” lab—complete with microinverters, a battery module, and a portable scope—so you can reproduce faults in real time.
• • Join a culture where support engineers have filed over 30 patents in the last five years. If your troubleshooting script becomes a firmware fix, you will be named on the patent and receive a $5,000 inventor award.