Technical Support Engineer

Provide technical support across platforms, field systems, and reporting for renewable energy monitoring customers in Carlsbad, CA.

Responsibilities

• Act as a primary technical point of contact for customers, platform users, and field-service personnel via platform inquiries and tickets, phone, email, and other support channels.
• Handle questions and cases involving monitoring, production, metering, equipment communications, and platform data; communicate findings clearly.
• Triaging support cases by urgency and customer impact, investigating issues, and coordinating with teammates for specialized support.
• Monitor renewable energy system data to detect abnormal, missing, delayed, or erroneous information.
• Review historical production and metering data, compare results with expected behavior, and investigate discrepancies related to communications, configuration, scaling, calculations, or data quality.
• Troubleshoot connected devices including dataloggers, cellular modems, meters, inverters, trackers, weather stations, and related equipment.
• Support device-to-datalogger communications and validate setups involving Modbus and RS-485, TCP/IP connectivity, monitoring-platform device configuration, and data mapping.
• Provide remote technical support for field communications issues and support onsite reactive or service calls.
• Review diagnostics and confirm completed work and reported site conditions; determine the next step and verify communications and data are restored after service.
• Prepare, review, and deliver assigned customer and renewable-energy certificate reports.
• Validate source data, investigate reporting exceptions, maintain reporting schedules, and coordinate corrections when data is incomplete or inconsistent.
• Independently investigate customer-reported issues; document troubleshooting steps and findings, identify recurring patterns, and escalate complex problems with sufficient diagnostic detail to Engineering, Product, Development, field personnel, or equipment vendors.
• Reproduce significant platform issues; document and help prioritize technical defects; validate important corrections by reviewing calculations, alarms, dashboards, reports, and customer-facing outputs.
• Translate technical findings into clear updates for customers and actionable internal next steps.
• Collaborate with Customer Success, Engineering, Product, Development, field personnel, and equipment vendors to resolve issues and improve support and product processes.
• Support NextWave’s presence at trade shows, conferences, and industry events by assisting with product demonstrations, answering technical questions, and engaging customers and prospects.

Requirements

• Bachelor’s degree in electrical engineering, renewable energy, computer science, information systems, or a related technical field, or equivalent practical experience.
• Strong technical problem-solving, analytical, and root-cause investigation skills.
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.
• Basic understanding of electrical power and energy (kW, kWh, AC and DC) or ability to learn quickly.
• Ability to manage multiple customer issues, document findings clearly, collaborate across teams, and follow matters through resolution.
• Self-directed learning skills and comfort working with unfamiliar equipment, data, and software systems.

Technologies

• Modbus
• RS-485
• TCP/IP
• API integration
• API testing

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Preferred Qualifications

• Experience with photovoltaic system operation, irradiance and temperature impacts, expected production, production losses, clipping, or curtailment.
• Electrical metering knowledge including current transformers, meter configuration, and validation of metering or production data.
• Familiarity with Modbus, RS-485, TCP/IP networking, cellular communications, dataloggers, or data acquisition systems.
• Experience in technical customer support, field-service support, renewable-energy monitoring, or equipment troubleshooting.
• Coding or scripting experience, plus API integration/testing, data analysis, or experience with ticketing and issue management systems.
• Experience with customer reporting, REC reporting, or recurring data-quality review.

Training and Growth

• Training on NextWave platforms, hardware, device integrations, communications, troubleshooting, and reporting processes.
• With developing proficiency, opportunity to expand into advanced troubleshooting, platform validation, systems engineering, product support, and customer-facing technical leadership.

Location: Carlsbad, CA (onsite)

Compensation: USD 28 - 45 per hour