RE
L3 Senior Technical Engineer
RemoteeRole: L3 Senior Technical Engineer
Benefits
Salary: 60K PHP
Leave: 16 days PTO
Public Holidays: 10 days paid p.a
Shift: AEST – Dayshift (Possible rotational shifts and rest days)
Bonus: Quarterly
Location: Work from home, full-time
Job Brief
Remotee, through our sister company Recruit Sync, is seeking an experienced Senior Technical Specialist to provide advanced technical support and incident management for a specialist Australian Battery Energy Storage Systems (BESS) provider, working remotely from the Philippines in support of their Australian operations.
Acting as the escalation point for Technical Support Representatives, you'll investigate and resolve complex technical issues, lead incident response activities, support operational performance, and ensure a high standard of customer service across the client's fleet of energy storage assets.
You'll serve as the primary technical interface between customers, service providers, field service personnel, commissioning engineers and internal engineering teams, responsible for advanced fault diagnosis, technical escalation management, performance analysis, and coordinating the timely resolution of incidents in accordance with agreed service levels.
This role plays a critical part in maintaining asset availability, improving customer satisfaction, reducing system downtime, and supporting continuous improvement initiatives across the client's service operations.
Mandatory Requirements
Technical Support & Incident Management
Benefits
Salary: 60K PHP
Leave: 16 days PTO
Public Holidays: 10 days paid p.a
Shift: AEST – Dayshift (Possible rotational shifts and rest days)
Bonus: Quarterly
Location: Work from home, full-time
Job Brief
Remotee, through our sister company Recruit Sync, is seeking an experienced Senior Technical Specialist to provide advanced technical support and incident management for a specialist Australian Battery Energy Storage Systems (BESS) provider, working remotely from the Philippines in support of their Australian operations.
Acting as the escalation point for Technical Support Representatives, you'll investigate and resolve complex technical issues, lead incident response activities, support operational performance, and ensure a high standard of customer service across the client's fleet of energy storage assets.
You'll serve as the primary technical interface between customers, service providers, field service personnel, commissioning engineers and internal engineering teams, responsible for advanced fault diagnosis, technical escalation management, performance analysis, and coordinating the timely resolution of incidents in accordance with agreed service levels.
This role plays a critical part in maintaining asset availability, improving customer satisfaction, reducing system downtime, and supporting continuous improvement initiatives across the client's service operations.
Mandatory Requirements
- Minimum 4 years' experience in a customer service, technical support, service coordination, or related role.
- Bachelor's degree in Electrical Engineering, Energy Systems, Mechatronics, Information Technology, or a related technical discipline.
- Strong verbal and written communication skills.
- Excellent customer service and stakeholder management skills.
- Strong organisational and administrative skills.
- Ability to prioritise tasks and manage multiple activities simultaneously.
- Good understanding of technical systems, with the ability to learn new technologies quickly.
- Intermediate computer skills, including Microsoft Office applications.
- Ability to monitor and interpret system data and operational trends.
- Foundational understanding of Battery Energy Storage Systems (BESS) and associated technologies, with exposure to battery systems, Power Conversion Systems (PCS)/inverters, SCADA systems, Energy Management Systems (EMS), communications networks and remote monitoring platforms.
- Ability to follow established troubleshooting processes and escalate issues appropriately.
- Experience in technical support, electrical, renewable energy, industrial equipment, or related industries (desirable).
- Basic understanding of electrical systems, power distribution, or renewable energy technologies (desirable).
- Exposure to SCADA, monitoring systems, service management platforms, or fault management processes (desirable).
Technical Support & Incident Management
- Act as the escalation point for technical issues raised by Technical Support Representatives.
- Investigate and manage complex incidents, alarms, faults and system performance issues.
- Lead technical troubleshooting activities and coordinate support through to resolution.
- Analyse SCADA data, event logs and system diagnostics to identify root causes of issues.
- Assess incident severity and determine appropriate response and escalation pathways.
- Support high-priority customer incidents and critical operational events.
- Participate in after-hours escalation support as required.
- Provide advanced technical support to customers regarding BESS operation, alarms, performance and faults.
- Maintain regular communication with customers during complex service events and incidents.
- Support customer meetings relating to technical issues, incident investigations and corrective actions.
- Ensure customer expectations are managed professionally throughout the incident lifecycle.
- Coordinate service activities with field service personnel, contractors, commissioning teams and technical specialists.
- Support commissioning, testing, maintenance and warranty activities remotely where required.
- Monitor fleet performance and identify emerging trends or recurring issues.
- Assist in the implementation of corrective and preventative maintenance programs.
- Support service level agreement (SLA) compliance and reporting activities.
- Identify recurring technical issues and recommend improvement initiatives.
- Develop and maintain troubleshooting guides, work instructions and technical documentation.
- Support lessons learned reviews and root cause investigations.
- Contribute to service process improvements and operational efficiency initiatives.
- Provide mentoring and technical guidance to Technical Support Representatives.
- Ensure all activities comply with company policies, customer requirements and applicable safety standards.
- Adhere to Integrated Management System (IMS) requirements.
- Promote a strong safety culture across all service activities.
- Long-term remote role supporting an innovative Australian renewable energy and battery storage business.
- Competitive salary with guaranteed annual reviews.
- Exposure to cutting-edge Battery Energy Storage Systems (BESS) technology within Australia's growing renewable energy sector.
- Genuine autonomy as a key technical escalation point, with visibility across engineering, commissioning and customer-facing teams.
- Opportunities for coaching, mentoring and growth within a specialised technical support function.
- Company hardware provided.
- Annual top performer awards, including trips to Australia.
- Fast-paced, supportive and growth-focused team.