Technical Support Engineer

Overview TCL | SunPower is seeking a Technical Support Engineer for the Residential Business Unit. The Technical Support Engineer provides Tier 1 first line telephone, email, and live chat support to external stakeholders for the company’s range of solar energy products. The Technical Support Engineer reports to the Technical Team Lead and strives to deliver excellent customer service along with problem escalation or resolution support. Responsibilities Provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Provide technical support to TCL | SunPower Dealers and Homeowners during and after the installation & commissioning of photovoltaic systems, storage systems, EV chargers, and similar appliances. Troubleshoot installations via phone, email, and live chat. Log all customer transactions and interactions in the Customer Relations Management System and follow up assigned cases until resolution is confirmed by the Dealer. Escalate calls as necessary to the next level Tier support team members. Strive to meet group and individual metrics and targets, including phone response, first-call resolution, customer complaints, and individual quarterly key performance indicators. Perform other functions as may be assigned. Comply at all times with Environment, Health, Safety, and Quality Standards, Rules and Regulations. Process transactions for returns / exchanges (RMA’s). Related Experience and Educational Requirements Engineering Degree / diploma or similar (preferably Electrical or Electronics). Work experience in Technical Support or Call Center. Excellent Communication Skills in English & Italian (Spanish as a plus). Excellent diagnostics capabilities, analytical skills, and ability to work in a team and under pressure. Excellent skills preparing technical support reports. Understanding and awareness of customer needs and willingness to act on the urgency of requests. Communication, customer focus, attention to detail, continuous learning, decision making, policies, processes and procedures, product knowledge and quality. Systematic problem-solving, planning, prioritization and goal setting. Proficient in MS Office. J-18808-Ljbffr

Location: Firenze, Toscana, IT

Posted Date: 9/17/2025