Technical Support Hardware Specialist in Vancouver

Discover Energy Systems (DES) is a fast-paced, high-growth energy storage solutions company that delivers safe, reliable, high-performance solutions for residential and commercial lithium solar energy storage applications. DES is seeking a Technical Support Hardware Specialist to provide advanced technical support for its battery management and energy storage solutions. This customer-facing role involves diagnosing electrical and system-level issues, resolving technical problems, managing warranty claims, and supporting customers, distributors, and installers.

The ideal candidate brings hands-on experience with electrical power systems, including installation, commissioning, diagnostics, and troubleshooting, combined with strong problem-solving and customer communication skills. Experience with lithium battery or energy storage systems is an asset.

Role Responsibilities:

• Technical Support – Provide L1 and L2 (Level 1 and 2) technical support via phone and email, diagnosing electrical, configuration, communication, and performance issues.
• Root Cause Analysis – Analyze BMS, inverter, and monitoring data to identify faults and determine root causes.
• Case Escalation – Coordinate complex cases (Level 3) with Engineering, Product, and Quality teams, providing diagnostic findings, measurements, logs, and supporting documentation while maintaining case ownership through resolution.
• Warranty & RMA – Assess warranty eligibility, distinguish product defects from installation errors, and coordinate claims and replacement logistics with Customer Operations.
• Customer Communication – Provide clear, timely updates, explain technical findings, and manage expectations throughout case resolution.
• Training & Enablement – Support customer and channel partner training, installation best practices, and guidance for junior Technical Support Representatives.
• Documentation – Record customer interactions, troubleshooting, and resolutions in HubSpot. Contribute to knowledge base articles, service manuals, and support procedures.
• Continuous Improvement – Provide feedback to Engineering, Product, and Quality teams to improve product reliability and service processes.

Qualifications:

• Electrical Experience – 2+ years of hands-on experience with electrical power systems, power electronics, or related industrial electrical equipment, including installation, commissioning, maintenance, or troubleshooting.
• Electrical Fundamentals – Working knowledge of AC/DC electrical systems, circuits, voltage, current, power, and electrical safety.
• Diagnostic Skills – Experience using multimeters, clamp meters, and electrical test equipment to diagnose electrical faults.
• Troubleshooting – Ability to interpret electrical schematics and wiring diagrams, isolate faults, and troubleshoot system installation, configuration, and integration issues.
• Software – Working knowledge of Microsoft Office, technical documentation tools, and CRM/ticketing systems.
• Customer Experience & Communication – Experience interacting directly with customers, explaining technical issues, and guiding troubleshooting. Strong written and verbal communication skills.
• Education – Technical diploma or degree in electrical or a related field, or equivalent relevant technical experience.

Preferred Qualifications:

• Experience with solar/PV, inverters, UPS systems, battery energy storage systems (BESS), BMS, or industrial power conversion equipment.
• Familiarity with firmware, diagnostic software, or communication protocols such as CAN bus, Modbus, or RS485.
• Technical support or field service experience.

Location: Candidates must be located in the Lower Mainland. Hybrid work schedule: 3 days per week in the Richmond, BC office and 2 days per week remote.

Salary Range – $78,000–$94,000 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.