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Product & Technical Support
- Act as a key technical contact to support internal teams and customers on charger products.
- Provide end-to-end product support, including configuration, deployment, troubleshooting, and issue resolution.
- Analyze and diagnose product issues, identify root causes, and propose effective technical solutions.
- Work closely with HQ and local engineering teams to escalate issues, track fixes, and validate solutions.
- Collaborate closely with developers and system engineers to understand product architecture, functionality, and limitations.
- Participate in technical discussions to translate customer and field issues into clear technical requirements or improvement requests.
- Support alignment between product, engineering, and field teams to ensure smooth product operation and delivery.
- Provide on-site technical support when needed, including:
- Installation and commissioning
- System integration and validation
- Troubleshooting and issue reproduction
- Support customers and partners during product rollout and operational phases.
- Reproduce customer-reported issues in lab or test environments.
- Validate fixes, patches, or configuration changes before deployment to customers.
- Support product launches by addressing customer issues and providing technical guidance.
- Ensure smooth implementation by working closely with project, service, and engineering teams.
- Train local service engineers and partners on product functionality, troubleshooting methods, and best practices.
- Create and maintain technical documentation, troubleshooting guides, and FAQs.
- Share field learnings and customer feedback with product and engineering teams.
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