Senior Technical Support Representative

Company Overview:

Discover Energy Systems (DES) is a fast-paced, high-growth energy storage solutions company that spun off from a 75-year-old industry leader. Our organization delivers safe, reliable, high-performance solutions for residential and commercial lithium solar energy storage applications. With ambitious goals to quadruple revenue over the next four years, DES is shaping the future of energy storage through innovation, precision, and strong customer relationships. If you're energized by execution, passionate about renewable energy, and excited by the chance to grow with a dynamic company that’s shaping the future of clean energy, apply today! Check out our website here: Discover Energy Systems

Position Overview:

DES is seeking a Senior Technical Support Representative to deliver exceptional technical assistance to customers, distributors, and installers of DES, a provider of state-of-the-art lithium energy storage products. This customer-facing role is responsible for diagnosing and resolving product issues, processing warranty requests, and ensuring a world-class post-sales support experience.

The ideal candidate brings deep hands-on knowledge of lithium battery systems, power electronics, and energy storage applications, combined with strong communication skills and a customer-first mindset. The Senior Technical Support Representative will work with customers and DES Engineering, Product, and Operations teams to ensure fast and effective issue resolution, accurate documentation, and continuous product improvement feedback.

Key Role Responsibilities:

• Customer Technical Assistance – Provide front-line technical support via phone, email, and ticketing systems to distributors, installers, and OEM partners, assisting in commissioning, diagnosing, and resolving product, configuration, or performance issues.
• Case Escalation & Root Cause Analysis – Manage complex or recurring service cases, escalating to the Technical Service Manager or Engineering team with detailed analysis and supporting data.
• Documentation & Reporting – Accurately log customer interactions, troubleshooting steps, and resolutions in HubSpot; generate RMA requests, warranty claims, and failure reports as needed.
• Product Knowledge & System Expertise – Maintain expert-level familiarity with DES product lines, including BMS, integrated inverters, and energy storage systems; stay current with firmware, compatibility, and configuration updates.
• Customer Communication – Deliver timely, clear, and professional communication to customers throughout case handling, ensuring updates and expectations are managed effectively.
• Training & Enablement – Support channel and customer education through product training sessions, installation best practices, and updates to service manuals and knowledge base materials. This may require travel for conducting training onsite.
• Continuous Improvement – Provide structured feedback to Engineering, Product Management, and Quality teams to improve product reliability and service processes.
• Team Collaboration – Assist junior Technical Support Representatives and contribute to service process improvement initiatives and SOP development.
• Warranty Coordination – Evaluate warranty eligibility based on system data, guide customers through RMA procedures, and coordinate replacement logistics with operations.

Required Qualifications & Characteristics:

• Technical diploma or degree in Electrical, Mechatronics, or related engineering field (Bachelor’s degree preferred).
• Over 2 years of experience in technical support or field service roles within lithium battery, solar, or power electronics industries.
• Over 2 years of experience in direct customer communication and interaction.
• Proficiency with diagnostic tools, data logging software, and communication protocols (CANbus, Modbus, RS485).
• Strong analytical, troubleshooting, and customer service skills with an ability to interpret and explain technical concepts clearly.
• Experience using CRM or service ticketing systems (e.g., NetSuite, HubSpot,)
• Experience using Microsoft office (e.g., Excel, Word, Teams) and basic data analysis skills (plotting/reading graphs)
• Excellent written and verbal communication skills; bilingual in English/French or Spanish is an asset.
• Highly organized and self-directed, with the ability to manage multiple priorities in a fast-paced environment.
  

Location

• Candidates must be located in the Lower Mainland.
• Hybrid work schedule: 3 days per week in the Richmond, BC office and 2 days per week remote.

Compensation and Benefits:

• Salary Range: $72,000-$80,000 annually, commensurate with experience and qualifications.
  
• Bonus: Eligible for an annual performance bonus of up to 10% of base salary.
• Benefits: Standard company benefits including health/dental coverage and paid time off.