Fenix International
is a next-generation energy company. Our mission is to transform our customers’
quality of life through disruptive innovation in energy and financial services.
To date, Fenix has sold over 300,000 Solar Home Systems in Uganda and Zambia,
bringing clean, reliable power for lights, phones, radios, TV and much more to
over 1,500,000 people.

Job Summary:
The Technical Support Engineer will be part of the Global Support Team team
that is based in Kampala, Uganda, led by a Global Support Manager and working
closely with the Global QA and R&D Teams.

This is an
incredible opportunity for a talented individual to join a high-performing team
that is passionate about providing high quality energy to off-grid customers at
the base of the financial pyramid. Key responsibilities will include developing
and iterating existing and new internal support tools, working
cross-functionally to develop new market support strategies and processes, and
responding to new support challenges. Your efforts will make a meaningful
impact by enabling Fenix to continuously innovate on how we support our
customers.

Key Duties and Responsibilities:

·
Develop,
test, and iterate support tools and processes for use across Fenix markets

·
Investigate
and diagnose novel support issues and implement response plans

·
Analyze
data and conduct issue reviews to inform new tool development (support
ticketing, call center systems, etc.)

·
Assist
the Quality Assurance team with ongoing investigations and new issue resolution

·
Document
and report support response plans, novel problems, and process improvements to
facilitate continuous improvement across teams

Key Deliverables and Activities

·
Fenix
Field Team Support: Ensure all Fenix field teams have the tools and training
needed to provide exceptional service to our customers and quickly resolve any
product or system problems they encounter. This involves communicating with
stakeholders across multiple departments and balancing long term and short term
priorities.

·
Hardware
Refurbishment Support: Assist operations team with hardware refurbishment tests
and processes to improve throughput, accuracy, and ease of use. Replicate
established team best practices throughout new Fenix markets.

·
Research
& Development Support: Work with the Engineering team to design and
implement tests for hardware and software revisions. Assist with testing,
troubleshooting, and rollout of new firmware versions for Fenix products.
Iterate diagnostic tools to minimize time between discovering and fixing issues
experienced in the field.

·
Leadership:
Work with field agents, QA team, and operations team to establish and
disseminate best practices. Assist in training teammates to increase team
capacity and capability. Communicate efficiently with management and other
departments

Qualifications, Skills and Experience:

·
The applicant
must hold a BS or greater in technical field

·
Three years
of experience working with consumer electronics, software, or other technical
support

·
Understanding
of testing methods and goals for product and accessory testing

·
Ability
to diagnose hardware and firmware problems, identify root causes, and provide
efficient solutions

·
Excellent
communication and documentation skills in English

·
Experience
with data analytics, SQL, or other data-querying tools

·
Basic
knowledge of Javascript programming

Desired Skills & Experience

·
Fluency
in French

·
Experience
in hardware root-cause analysis

·
Experience
working cross-departmentally and with remote teams