Senir Engineer / Staff Engineer, Global System Support

Enphase is introducing a new technology called Ensemble which allows seamless operation of energy resources such as inverters, storage systems, and loads to operate in a microgrid environment whether connected to a grid or not. This technology allows us to meet predefined Quality of Service specification and Economic objectives. The Global System Support Center is central point of contact for all regional Field/Customer support teams to resolve the system related issues in Systems Business Unit. We work closely with all regional customer support and field application engineers. As Global System Support Engineer , you will act as bridge between Customer support and HW/SW/FW Engineering teams. You will be involved in various debugging field system issues of Ensemble grid agnostic system from NPI through EOL to ensure Enphase products meet the highest quality standards in the industry. Key Responsibilities Drive customer escalations on the products/system related issues, and work with cross-functional team to define the containment solutions and final resolutions, also provide timely updates to the management Provide technical/engineering support for customer support teams to resolve the customer issues Collect and analyze the logs from customer sites and apply known fixes for SW/HW/FW issues. Report and track the SW / HW /FW issues in the appropriate internal projects. Work with Product management/Program management teams to ensure that all critical field related SW/FW issues are addressed in the new SW/FW releases Use internal tools and database queries to diagnose the customer problems. Create and maintain internal tools to automate the troubleshooting procedures, upgrade SW/FW, collecting failure information and monitor the performance of the customer systems Support Field team to identify the defective hardware and co-ordinate with failure analysis team to find the root cause and implement the corrective actions Provide subject matter expertise to regional field teams in resolving customer issues Actively communicate to Field team about the known issues and containment solutions Qualifications Minimum Qualifications M.Tech/M.S/B.Tech in Electrical/Electronics/Power systems 5-10 years of experience in product support, new product rollout and driving customer escalations Knowledge on Power systems, Power Electronic devices and Embedded systems Excellent verbal and written communication skills, including information consolidation and presentation Should have a can do attitude and team player in cross-functional environment Proactive, flexible, and innovative mindset with analytical problem-solving skills, demonstrating strong ownership Highly organized, able to multi-task, the ability to work individually, within a team and with other groups Preferred Qualifications Previous experience as application/technical support engineer or project manager Experience with product development life cycle and software release processes is highly desired