Responsibilities

• Create, review, and update technical support documentation.
• Work with a team to train customers on Lunar products.
• Work with software engineers to validate FW releases, track product health, and identify failure and pre-failure telemetry signatures.
• Collaborate with and support the Tier 2 team to troubleshoot issues in the field.
• Develop processes to remotely troubleshoot issues and approve hardware replacements.
• Handle project and task management.
• Research and recommend improvements to products and systems.
• Ensure the quality of work performed by team members.
• Collaborate with departmental teams to ensure the quality of product reaching installers.
• Create and maintain product roadmaps.
• Adhere to and contribute to development policies, procedures, and standards.
• Solve complex issues or recommend solutions.
• Present product value propositions effectively to end customers and internal teams.
• Instruct and guide less senior engineers, electricians, and technicians.
• Interact with business stakeholders to refine requirements and feedback.
• Interact with the user community to solve problems and improve the system.
• Estimate high-level business requirements and provide options analysis.
• Ensure resolved incidents are properly documented and closed.