Field Support Engineer

As Technical Support Engineer, you lead our delivery engineering function. Every hour of uptime you maintain is clean energy flowing. You'll develop fixes for field problems (actual code changes, not just reports), build diagnostic tools, and feed intelligence back to software development. This is a critical hire. Be the guardian of our deployed battery energy storage systems - maintaining >98% uptime, providing exceptional customer support, and closing the feedback loop to product development. You won't just report problems; you'll solve them.

Field Operations & Monitoring

• 24/7 monitoring of all field systems (through your team)
• First response to system failures and performance issues
• Remote debugging and problem resolution
• Customer operational reporting and communication
• Manage escalations and critical incidents

Technical Problem-Solving

• Develop fixes for field issues—actual embedded software changes
• Build diagnostic tools to find problems faster
• Root cause analysis with detailed documentation
• Remote system configuration and optimisation

Team Leadership

• Lead Field Support team
• Coordinate outsourced support technicians (extended shift coverage)
• On-call rotation for critical escalations
• Train team on troubleshooting methodologies

Feedback Loop

• Feed field intelligence back to Software Development
• Track recurring issues and patterns
• Prioritise fixes based on field impact
• Document all incidents and resolutions systematically

Essential Skills & Experience

• 5+ years in production support/field engineering for embedded or industrial systems
• Strong embedded systems knowledge (C/C++, Python)
• Remote debugging expertise (SSH, logging, diagnostics)
• Systems thinking and structured troubleshooting
• Customer-facing communication skills
• Ability to stay calm under pressure
• Team leadership or mentoring experience

Desirable Skills & Experience

• Battery management systems or energy storage
• CAN protocols and industrial communication
• 24/7 operations environment experience
• Experience managing remote/outsourced teams
• IoT monitoring platforms