After-Sales Technical Support Engineer

Job Title: After-Sales Technical Support Engineer - Solar & Battery Solutions

Location: Hornsby, Sydney

Employment Type: Full-time

Overview

The After-Sales Tech Support Engineer will provide advanced technical support, fault diagnosis, and resolution for solar inverters, battery systems, and energy management systems, while leading the technical support and customer service function, ensuring a seamless experience for customers. This role requires a balance of technical expertise in solar and battery systems and strong understanding of customer service to resolve escalations, and continuously improve service standards.

Key Responsibilities

Technical Support & Troubleshooting

• Provide advanced technical support, fault diagnosis, and resolution for solar inverters, battery systems, and energy management systems

• Oversee resolution of complex technical issues

• Coordinate with engineering and R&D teams for product improvements and technical escalations

Warranty, Repairs & Compliance

• Oversee warranty claim handling, product returns, and repair processes

• Manage service partners and spare parts inventory

• Analyse complex customer claim situations and make well-judged decisions that balance customer satisfaction with the company’s best interests

• Ensure compliance with relevant industry standards, safety regulations, and company policies

Customer Experience & Service Management

• Ensure prompt and professional handling of customer inquiries, complaints, and technical requests

• Maintain high levels of customer satisfaction by implementing service best practices

• Develop and maintain technical resources (guides, FAQs, training materials) for customers and partners

Team Work

• Lead, coach, and develop the offshore technical customer service team to achieve service excellence

• Define KPIs and performance targets, ensuring accountability and continuous improvement

• Provide training and knowledge-sharing to enhance team technical capability

Process Improvement & Reporting

• Monitor service performance metrics and prepare regular reports for management

• Drive service process improvements and introduce tools to enhance efficiency

• Gather customer feedback and market insights to support product development and quality improvement.

Qualifications & Experience

• Bachelor’s degree in Electrical Engineering, Renewable Energy, or related fields

• 3+ years’ experience in technical customer service or after-sales support in the renewable energy industry

• Solid knowledge of solar PV systems, inverters, batteries, and energy storage solutions

• Proven experience managing customer service or technical teams

• Strong communication and problem-solving skills

• Familiarity with CRM systems, ticketing platforms, and service reporting tools

Preferred

• Strong technical acumen with the ability to resolve complex issues

• Customer-centric approach with a focus on delivering high-quality service

• Excellent teamwork, leading, coaching, and conflict resolution skills

• Analytical mindset with strong attention to detail

• Ability to work effectively under pressure in a fast-paced environment

What We Offer

• Competitive remuneration package

• Opportunities for professional development and career growth

• Exposure to cutting-edge renewable energy technologies

• Supportive and collaborative workplace culture.

About Redback

Redback Technologies, founded in 2015 and based in Brisbane Australia, delivers advanced solar solutions for residential users. We are a dynamic and fast-growing solar and battery retailer on a mission to empower Australian households to reduce energy costs and embrace clean, sustainable power. With premium products, expert support, and a streamlined sales process, we make the switch to solar simple, affordable and rewarding, and support for Australia's renewable energy goals.