Customer Support Applications Engineer

Description:

Job Summary:

The Customer Support Applications Engineer is the primary technical liaison between Engineering and Customer Support, responsible for resolving complex system issues, creating documentation, and delivering real-time support for Qnergy’s energy systems. This role owns the development of Standard Work Instructions (SWIs) and troubleshooting processes, ensuring customer and technician success through timely, accurate, and professional technical guidance.

Responsibilities:

- Develop and maintain clear, step-by-step troubleshooting procedures for field technicians and customers.

- Provide expert-level troubleshooting of mechanical, electrical, and control system issues across Qnergy product lines via phone, email, and remote diagnostics.

- Guide customers and technicians through safe, effective solutions, documenting findings and next steps.

- Create and update technical documentation, including SWIs, service guides, and field instructions.

- Partner with Engineering to ensure Root Problem Investigations (RPIs) are initiated and closed.

- Own and distribute monthly technical updates to the Customer Support team.

- Calmly and professionally manage escalated customer situations, ensuring concerns are addressed and confidence is restored.

- Analyze Hotline call logs and field reports to identify trends in product quality, manufacturing defects, or training needs.

- Escalate systemic issues or critical failures to appropriate Engineering, Operations, or Service teams.

- Identify and communicate gaps in product design, documentation, or training to support continuous improvement efforts.

Requirements:

Education & Experience:

- Bachelor’s degree in Mechanical, Electrical, Systems Engineering or equivalent technical field.

- Minimum 3 years of experience in field service, technical support, or engineering roles supporting complex industrial equipment or energy systems.

Skills & Abilities:

- Proven ability to troubleshoot electromechanical systems, industrial equipment and/or energy systems.

- Strong written and verbal communication skills, particularly in high-pressure or customer-facing situations.

- Proficiency with Jira, ticketing systems, and remote diagnostic tools.

- Highly responsive, reliable, and capable of independently triaging and resolving technical issues.

- Skilled in identifying and communicating systemic issues for corrective action.

Work Environment:

- Primarily remote support via phone and computer, including on-call availability outside of normal business hours.

- Occasional travel required on short notice, including weekends and holidays.

- Ability to work in outdoor environments with exposure to heat, cold, moisture, and elevated noise levels.

- Must be able to lift up to 80 pounds and perform a variety of physical tasks.

- Regular use of computers and diagnostic tools.

- In-office and on-site presence required based on operational needs.