• Triage and resolve escalated support tickets from Tier 1, owning issues that require elevated access, deeper investigation, or account-level corrections — including email delivery failures, resolving data discrepancies, translation errors, ETL flow corrections, various bugs across all Aiwyn products, and data export/import issues. • Apply a structured pre-escalation checklist mindset: validate that issues have persisted past expected sync windows, verify behavior directly in the Aiwyn UI and database, rule out common expected behaviors, and confirm all relevant data is captured before escalating to Tier 3. • Investigate and resolve data integrity issues across Aiwyn and integrated third-party systems, such as incorrect client records, mismatched financial balances, and failed PM system syncs. • Serve as the escalation point for Tier 1, providing guidance on triage, documentation, and when to escalate versus resolve. • Identify patterns in escalated tickets that may signal systemic bugs or process gaps and communicate findings clearly to the Tier 3 team and engineering. • Collaborate with Customers and cross-functional teams including Customer Success, Implementation, and Engineering to coordinate timely resolution of complex customer issues. • Contribute to the development and maintenance of internal support documentation, escalation guidelines, and knowledge base articles. • Provide clear, empathetic communication to customers throughout the resolution process, setting accurate expectations and following up proactively.

Your mission Welcome to your new role at Sungrow, as our Technical Support Engineer in Germany! Are you curious to learn how you can help us build a sustainable future? Would you like to see how you can contribute to the growth of our clean energy solutions? Then, have a look at your responsibilities below: - You'll provide technical support for PV, ESS, EV Charging, and distribution products. - You'll deliver training for customers, installers and EPC for technical needs. - You'll coordinate with R&D to solve general problems and plan troubleshooting solutions. - You'll be travelling to the site to help customers solve problems or collect data. - You'll produce reports to enable product failure analysis and risk assessment. Your profile Do you have the legal right to work in Germany? Before applying, please ensure you have the legal right to work in Spain or Germany without the need for visa sponsorship. What will you need to be successful? - Degree in electrical engineering - Relevant certifications for one of the EU countries - Fluency in English and German - Willingness to travel up to 50% of your time to provide support across Europe What can make you an ideal candidate? - Extensive knowledge of the PV and ESS industry and experience with those products - Fluent Chinese (mandarin) - Previous experience working in a chinese company Why us? Clean and accessible energy is the key to a sustainable future on our planet! We are market leaders in the solar energy space with the strongest PV-inverter R&D team and we are the largest inverter manufacturer. If you decide to join our team, you will benefit from the following: - Opportunities for career advancement as we are growing very fast in the EMEA region - Bonus payment on a fixed schedule every year based on performance - A multinational team with a diverse and inclusive mindset - Travel within Europe for training sessions or to attend renewable energy events - Opportunity to visit our R&D facilities in China Commitment to diversity and inclusion at Sungrow Our job descriptions were written with inclusivity in mind by using the following criteria: 1) We use a Gender Decoder tool to avoid gendered language. 2) We avoid superfluous requirements by separating essential needs from nice to haves. 3) We do not discriminate based on gender, age, religion, ethnicity, sexual orientation or disability. 4) We do not use stock imagery in our career page, all photos and videos represent our internal culture.

• Provide technical support for PV, ESS, EV Charging, and distribution products • Deliver training for customers, installers and EPC for technical needs • Coordinate with R&D to solve general problems and plan troubleshooting solutions • Travel to the site to help customers solve problems or collect data • Produce reports to enable product failure analysis and risk assessment

• Resolve customer issues using existing resources, like Knowledge Article, on first contact or escalate to Support Engineers • Assist in providing basic support and troubleshooting for clients, escalating complex issues to technical support engineers as needed • Collaborate with support engineers on the team, technical support engineers and managers to manage customer accounts and resolve technical support issues • Follow standard practices in the documentation of customer interactions, issues, and resolutions in a customer relationship management (CRM) and/or ticketing system • Maintain a high level of customer satisfaction through effective communication and timely resolution of issues • Demonstrate basic knowledge of the nCino solution line • Monitor and respond to support tickets in a timely manner, ensuring service-level agreements (SLAs) are met • Assist team in providing feedback to product development teams based on customer interactions and recurring issues • Assist in the creation and maintenance of knowledge base articles and support documentation • Perform basic system administration tasks as required • Participate in training sessions to stay updated on the latest technologies and support practices • Leverage AI tools and techniques to enhance work efficiency and optimize business operations by automating routine tasks to improve accuracy, save time, and minimize errors • Utilize AI-driven insights to refine decision-making, elevate customer experience, and boost team productivity while ensuring its application provides measurable value, driving innovation and smarter ways of working • Stay informed on AI advancements to drive continuous learning and scalable growth opportunities