• Serve as second-tier technical support, diagnosing and resolving complex customer inquiries promptly via multiple channels (phone, email, chat, ticket system), and providing detailed reporting such as root cause analysis. • Support and engage a wide range of external stakeholders (solar installers, utilities, inspectors, etc.) by translating complex technical issues into actions and strategic product recommendations. • Perform in-person field support as needed, evaluate requirements for field wiring and product compatibility, and maintain expertise in utility technical requirements (e.g., service and interconnection rules) to advocate the company's position. • Collaborate cross-functionally to relay customer concerns and feedback, recommending process improvements and best practices to enhance overall product quality and user experience. • Deliver technical training sessions (virtual and in-person) for installers, partners, and Authorities Having Jurisdiction (AHJs). • Participate in a rotating on-call schedule, including weekends and holidays, to support customers.