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:
The Junior Technical Support Representative serves as the first point of contact for technical inquiries from customers, installers, distributors, and Authorized Service Providers (ASPs) of DES. This customer-facing role delivers Level 1 (L1) support: creating and triaging support tickets, guiding customers through basic troubleshooting, confirming that enough information has been collected to diagnose an issue, and resolving documented issues using the DES knowledge base.
The ideal candidate brings customer-facing experience, a strong electrical inclination, and a willingness to learn. Formal electrical training is not required but considered an asset. The Junior Technical Support Representative works closely with Senior Technical Support Representatives and the Technical Service Manager, and takes on Level 2 (L2) cases as product knowledge and troubleshooting skills develop.
Compensation reviews and advancement toward a Senior Technical Support Representative role are based on demonstrated competency with L2 cases; the more L2 cases resolved independently and to DES standards, the closer the role moves to the Senior level.
Role Responsibilities:
- Serve as the first point of contact for technical inquiries from customers, installers, distributors, and ASPs via phone, email, and ticketing systems; create a HubSpot support ticket for every inquiry and assign the correct support level category.
- Assess each inquiry to confirm the product, application, and symptoms, identify any safety concerns, and determine whether the issue is a simple inquiry (L1) or a complex issue requiring advanced support (L2).
- Guide customers through documented troubleshooting steps for installation questions, configuration guidance, basic communication errors, and minor system alarms, using DES troubleshooting SOPs and the DES knowledge base.
- Assist Authorized Service Providers with troubleshooting, take over L1 cases from ASPs when required, and confirm that the information provided is sufficient to move the case forward.
- Request and collect the information required to diagnose an issue, including photos, serial numbers, voltage and other system readings, and BMS or system logs, and evaluate whether it is complete and usable before the case progresses.
- Take a first attempt at L2 cases with guidance from Senior Technical Support Representatives and resolve them where possible.
- Escalate to L2 when an issue cannot be resolved after documented troubleshooting, a safety concern is present, a part replacement or RMA evaluation is required, the issue involves firmware, communication anomalies, or persistent faults, a repeat or systemic issue is suspected, or the customer requests escalation; prepare a clear problem summary with all diagnostic steps, logs, measurements, photos, and customer communication attached before handoff.
- Accurately log every customer interaction, troubleshooting step, and resolution in HubSpot in accordance with DES documentation standards.
- Deliver timely, clear, and professional communication, setting expectations while the case is at L1 and ensuring a smooth transition when the case moves to L2.
- Help customers and installers understand the correct installation, configuration, and operation of DES products, and direct them to the appropriate manuals, installation guides, and knowledge base resources.
- Gather the product, purchase, and system information required for warranty and RMA requests, and route them for evaluation.
- Maintain familiarity with DES product lines, including BMS, integrated inverters, and energy storage systems; stay current with firmware, compatibility, and configuration updates; complete assigned DES product and service training.
- Work with Senior Technical Support Representatives and the Technical Service Manager; share recurring customer questions, knowledge base gaps, and unclear product documentation.
- Follow DES troubleshooting SOPs, the Customer Interaction Conduct Policy, the Ticket Ownership Policy, and DES safety and lithium handling guidelines in all customer interactions.
Qualifications:
- Experience in a customer-facing role, with the ability to communicate clearly with customers and understand what they are describing.
- Strong electrical inclination and a demonstrated ability and willingness to learn technical systems.
- Understanding of basic electrical concepts, including voltage, current and series and parallel configurations.
- Ability to triage inquiries, distinguishing simple issues that can be resolved at L1 from complex issues that require L2 support.
- Effective written and verbal communication skills, including explaining technical steps to non-technical customers.
- Experience using Microsoft Office (e.g., Excel, Word, Teams).
Preferred Qualifications:
- Technical diploma or certificate in electrical, electronics, or a related field.
- Hands-on electrical work or troubleshooting experience.
- Exposure to the lithium battery, solar, RV/marine, or power electronics industries.
- Familiarity with lithium battery fundamentals or battery management systems (BMS).
- Familiarity with communication protocols (i.e., CAN bus, Modbus, RS485).
- Experience using CRM or service ticketing systems (e.g., HubSpot, NetSuite).
- Highly organized and detail-oriented, with the ability to manage a high volume of inquiries.
- Bilingual in English/French or English/Spanish.
Location:
Hybrid position (minimum 3 days per week in the Richmond, BC and/or Langley, BC office/lab). Candidates must be located in the Lower Mainland. Occasional travel may be required.
Compensation & Benefits:
- Salary Range – $60,000–$66,000 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, and vision insurance, paid vacation, and other applicable employee programs.
