Technical Support Representative II

The Technical Support Representative II provides experienced remote technical support for assigned EnerSys power-electronics products in a help-desk and contact-center environment and supports additional product lines as business needs require. The role independently owns routine and moderately complex support cases from intake through resolution and closure, maintains complete CRM records, provides escalation assistance for Level I cases, coordinates cross-functional issue resolution, and supports Field Service, service centers, and repair depots when onsite or depot assistance is required. The position provides thorough, timely, and professional responses to customers, field personnel, Sales, and internal support teams.

• Provide experienced technical support for assigned products in a help-desk and contact-center environment.
• Maintain active availability in assigned 8x8 contact-center queues and respond to customer, field technician, Sales, and internal support requests through approved channels in a timely, professional manner.
• Track and document technical incidents in Salesforce Alliance.
• Own assigned cases from initial intake through resolution and closure, including follow-up, status communication, escalation, and confirmation that agreed actions are complete.
• Review routine and moderately complex technical questions, conduct structured troubleshooting, and develop timely, technically competent answers for customers and staff.
• Maintain clear and complete case notes, including troubleshooting performed, actions taken, escalation activity, and final resolution.
• Determine when an issue can be resolved through a known solution and when escalation to a Level III representative, Field Service, Engineering, Quality, Product Management, or another resolver group is required.
• Communicate and coordinate with Engineering, Quality, Product Management, Field Service, Sales, service centers, repair depots, and other internal teams to align ownership, next steps, and issue resolution.
• Coordinate with Field Service when customer or product issues require a site visit; provide documented troubleshooting procedures and virtual technical support within assigned expertise.
• Document known technical issues and create or maintain knowledge-base articles.
• Contribute to application notes and product-specific training or eLearning content in collaboration with Engineering, Product Management, and Level III Technical Support personnel as assigned.
• Provide technical assistance to service centers and repair depots within assigned product scope.
• Participate in product-failure analysis, customer-history analysis, procedure development, procedure modification, and other department or company issue-resolution activities.
• Provide technical guidance to Level I Technical Support personnel, share effective troubleshooting practices, and assist with escalated cases or team coverage when assigned.
• Support cross-department alignment of issues and resolutions and contribute to technical-support process and knowledge improvements.
• Utilize AI and/or Chatbot when needed.
• Assist with reports and testing equipment as needed.

* A two-year degree or technical diploma in Electrical Engineering Technology, Electronic Engineering Technology, Industrial Electronics, Power Systems, Electronic Repair, Technology, or a closely related technical field; recognized journeyperson electrician training; or equivalent.
* Three or more years of directly related experience in technical support, electrician work, electronics technology, field-service support, electrical/electronic repair, or troubleshooting of power-electronic equipment.
* Demonstrated experience supporting customers or technicians in a help-desk, contact-center, technical-service, or comparable remote-support environment.
Technical and Professional Capabilities
* Strong knowledge and understanding of power-electronic equipment architecture, AC and DC electrical fundamentals, system integration, structured troubleshooting, and 120/240 V split-phase power solutions.
* Ability to read and interpret schematics, wiring diagrams, technical drawings, product manuals, procedures, logs, alarms, and fault information.
* Working knowledge of IP addressing, subnetting, connectivity, and network protocols; independently troubleshoots common network issues.
* Experience using a CRM or case-management system to document, categorize, prioritize, track, escalate, resolve, and close technical incidents, with the ability to produce clear and complete case notes and resolution records.
* Strong problem-solving skills and judgment to distinguish between a known solution, a Field Service requirement, and an escalation to Level III Technical Support, Engineering, Quality, Product Management, or another resolver group.
* Excellent customer-service, active-listening, telephone, written, and verbal communication skills, including the ability to explain complex technical concepts to varied audiences.
* Ability to work independently with limited direct supervision, manage multiple cases and priorities, remain composed during high-impact issues, and follow through on commitments.
* Ability to provide technical guidance to less-experienced Technical Support personnel and contribute effectively in cross-functional meetings and issue-resolution activities.
* Intermediate proficiency with Microsoft Office or Microsoft 365 applications and web-based technical support resources.
* Demonstrated record of providing quality customer support in a tier-one, tier-two, or comparable technical-support environment.

Preferred Qualifications
* Bachelor's degree in Electrical Engineering, Electrical or Electronic Engineering Technology, or a related technical discipline.
* Experience with EnerSys products or with industrial power electronics, UPS or DC power systems, batteries or energy storage, inverters or rectifiers, controls or monitoring, telecommunications, broadband, or data-center applications.
* Experience with Salesforce, Jira, 8x8, or comparable CRM and contact-center platforms.
* Experience creating knowledge articles, technical procedures, application notes, product training, or eLearning content.
* Experience supporting new-product introduction, Field Service coordination, project work, or structured failure-analysis activities.
* Experience coaching or mentoring peers, providing technical guidance, or supporting escalated technical cases.