• Provide phone and email based problem solving and fault finding support for installers and customers • Generating cases via CRM to track and resolve customer enquiries • Answering technical product enquiries • Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently • Developing, updating and managing technical documentation for commissioning of our products • Assist in developing the technical support process of the business • Assist in Sales Exhibitions and Trade Fairs • Liaise with Technical Support International

• Own Tier 2/Tier 3 escalations for payment processing failures, API integration issues, and SaaS platform bugs — from triage through resolution. • Troubleshoot complex technical issues across payment rails, third-party integrations, and internal systems including PostgreSQL, Firebase, and JetAdmin. • Partner with Product and Engineering to surface, document, and drive resolution of systemic issues. • Serve as a technical resource and escalation point for frontline support agents, without direct management responsibility. • Maintain clear, thorough documentation of issue patterns, root causes, and resolutions to accelerate future troubleshooting. • Design, build, and maintain AI agents and automated workflows that improve support team efficiency and reduce manual ticket volume. • Identify high-friction support processes and prototype tooling solutions — from AI-assisted triage to automated resolution flows. • Collaborate with internal stakeholders to define requirements, test solutions, and iterate based on real support outcomes. • Stay current on AI tooling and automation approaches relevant to support engineering.

Role Description - Provide phone and email based problem solving and fault finding support for installers and customers - Generating cases via CRM to track and resolve customer enquiries - Answering technical product enquiries - Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently - Developing, updating and managing technical documentation for commissioning of our products - Assist in developing the technical support process of the business - Assist in Sales Exhibitions and Trade Fairs - Liaise with Technical Support International Qualifications - Relevant qualification in electronic engineering and renewable energy equivalent - Direct Solar and power generation Industry experience an advantage - Solid technical understanding of inverters and batteries products - Solutions based mindset - Eagerness to support customers as required - Strong work ethic - Experience in a role which required inter department communication and coordination an advantage - Ability to work autonomously as well as part of a team - Must be fluent in Romanian and English Company Description SAJ is a global manufacturer and innovator of smart energy storage solutions. Since its founding in 2005, the company has also offered advanced products in the fields of power generation and industrial automation. Guided by the principle of being "technology-driven and service-oriented," SAJ covers the entire value chain, from research and development (R&D) and production to operation and service. With a successful localization strategy and a presence in over 80 countries, the company pursues the clear goal of becoming the world's leading brand in the industry and actively helping to shape a green future through safe and reliable technologies.

• Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. • This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks. • Ensure customer calls are promptly attended to, providing efficient and effective support. • Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented. • Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs. • Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. • Complete and update technical documentation. • Mentor and train colleagues.