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

Location: Salisbury, Brisbane

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

Robust 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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📌 After-Sales Technical Support Engineer (Brisbane)
🏢 Redback Technologies
📍 Brisbane