Senior After-Sales Technical Support Engineer
Job Title: Senior After-Sales Technical Support Engineer - Solar & Battery Solutions
Location: Brisbane
Employment Type: Full-time
Overview
The Senior After-Sales Technical Support Engineer will lead 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
o Provide advanced technical support on solar inverters, batteries, and energy management systems
o Oversee resolution of complex technical issues
o Coordinate with engineering and R&D teams for product improvements and technical escalations
* Warranty, Repairs & Compliance
o Oversee warranty claim handling, product returns, and repair processes
o Manage service partners and spare parts inventory
o Analyse complex customer claim situations and make well‑judged decisions that balance customer satisfaction with the company's best interests
o Ensure compliance with relevant industry standards, safety regulations, and company policies
o Ensure prompt and professional handling of customer inquiries, complaints, and technical requests
o Maintain high levels of customer satisfaction by implementing service best practices
o Develop and maintain technical resources (guides, FAQs, training materials) for customers and partners
o Lead, coach, and develop the offshore technical customer service team to achieve service excellence
o Define KPIs and performance targets, ensuring accountability and continuous improvement
o Provide training and knowledge‑sharing to enhance team technical capability
* Process Improvement & Reporting
o Monitor service performance metrics and prepare regular reports for management
o Drive service process improvements and introduce tools to enhance efficiency
o 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.
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