Technical Customer Support Engineer- EV Battery

Job Summary

We are looking for a proactive and technically strong Technical Customer Support Engineer to support and troubleshoot critical issues in Battery Energy Storage System (BESS) deployments. The role involves addressing customer queries, analyzing system warnings/alarms, coordinating with internal engineering teams, and serving as the first point of contact (PoC) between customers and the company for issue resolution.

Key Responsibilities

 Act as the first technical Point of Contact (PoC) for customer support related to Battery Energy Storage Systems.

 Troubleshoot critical system issues, alarms, warnings, and operational failures in battery and energy storage deployments.

 Coordinate with technical team to analyze logs and telemetry data from BMS, PCS, inverter, EMS, and cloud platforms to identify root causes.

 Coordinate with hardware, firmware, software, and field service teams for faster issue closure.

 Provide timely technical responses and updates to customers during incidents and escalations.

 Track, document, and manage customer tickets through closure while ensuring SLA compliance.

 Support commissioning, remote diagnostics, and system health monitoring activities.

 Create troubleshooting guides, FAQs, and knowledge-base documentation for recurring issues.

 Assist customers in understanding product features, operational limits, and best practices.

 Escalate critical field issues with clear technical summaries and corrective action recommendations.

Required Skills &Qualifications

 Bachelor’s degree in Electrical, Electronics, Instrumentation, Energy Systems, or related field.

 2–5 years of experience in technical support, field diagnostics, or customer engineering roles.

 Good understanding of:

o Battery Management Systems (BMS)

o Inverters / PCS o Energy Management Systems (EMS)

o Lithium-ion battery systems o SCADA / telemetry systems

 Familiarity with CAN, Modbus, RS485, Ethernet, and remote monitoring platforms.

 Ability to interpret logs, alarms, and system performance data.

 Strong problem-solving, communication, and customer-handling skills.

 Willingness to support field deployments and emergency issue resolution when required.

Preferred Qualifications

 Experience in renewable energy, EV, or energy storage industry.

 Exposure to cloud dashboards, data analytics, or remote diagnostics tools.

 Knowledge of safety standards and operational procedures for energy storage systems.

Location: KR Puram-Bangalore