• Drive technical resolution - Troubleshoot integration issues, debug tracking and API problems, and review customer implementations directly to guide users through complex technical setups. • Build and maintain integrations - Develop and maintain integrations with third-party platforms, ensuring reliable connectivity and a seamless experience for customers across different tech stacks. • Maintain and improve documentation - Keep the help center, API docs, and integration guides accurate, comprehensive, and easy to use - including written articles, tutorials, and video walkthroughs. • Own the support experience - Respond to customer inquiries via chat and email with clarity and empathy, jump on calls or screenshares when a problem needs a deeper look, and occasionally reach out to new customers to help them get started with the product. • Become a product and industry expert - Continuously deepen your knowledge of FirstPromoter and the broader affiliate and referral marketing space, so customers always have a reliable, knowledgeable expert to turn to. • Contribute cross-functionally - Share structured customer feedback with product and development teams. Collaborate with engineers and customer success on shared priorities.

• Own Production Issues • Triage and resolve customer issues across VPC deployments, APIs, and data pipelines • Debug production systems using logs, metrics, and system-level analysis • Reproduce issues and drive them to resolution with Engineering • Support Customer Infrastructure • Help customers operate Unstructured in AWS, GCP, or Azure environments • Troubleshoot Kubernetes, Docker, networking (VPC, private endpoints), and IAM issues • Guide customers on running reliable, production-grade deployments • Go Deep on Debugging • Investigate issues across document processing pipelines and API behavior • Identify root causes, not just workarounds, and validate fixes • Partner Cross-Functionally • Work closely with Engineering, Forward Deployed Engineers, and Solutions on escalations and blockers • Act as the voice of the customer for enterprise deployments • Improve the System • Build runbooks, troubleshooting guides, and internal tooling • Identify patterns and drive improvements in reliability and supportability

• 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.