Product Support Engineer

About IonDynamics EnergyAt IonDynamics, we are dedicated to revolutionizing the way energy is stored, distributed, and traded worldwide.Our mission is to leverage state-of-the-art technologies to develop an innovative energy mobility platform that ensures seamless access and smart management of clean energy. With a focus on innovation and building a robust network, we envision a comprehensive energy trading platform that promotes sustainability and efficiency in every transaction. We are committed to empowering communities and industries to embrace a clean, resilient, and decentralized energy future.To learn more about our cutting-edge products, visit us at https://iondynamics.energy/Position Summary
We are seeking a motivated and technically skilled Product Support Engineer to join our team. This individual will be the critical front-line support for our customers, ensuring they have a seamless experience with our sophisticated hardware and software solutions. You will be the crucial bridge between our customers and our core engineering team, responsible for diagnosing issues, providing effective solutions, and managing communication to drive customer success and product improvement. Responsibilities

• Serve as the primary technical point of contact for customers, addressing and resolving issues related to our hardware (mobile energy robots and peripheral products) and software platforms.
• Participate in minor software development and maintenance tasks related to the company’s platforms or control systems, including scripting, diagnostic tool creation, and bug fixing (primarily using C++ and Python).
• Assist with testing of new features and system updates, including local or remote deployment and functional verification.
• Manage incoming support requests via email, phone, and remote support tools in a timely and professional manner.
• Perform in-depth troubleshooting and root cause analysis of customer-reported problems, spanning from hardware configuration to software bugs.
• Replicate customer issues, document findings, and provide clear, detailed reports for escalation.
• Collaborate closely with the teams in Europe and China to resolve complex technical problems that require deeper investigation or development resources.
• Clearly communicate technical solutions, workarounds, and status updates to customers, managing their expectations throughout the support lifecycle.
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and technical notes to empower both customers and internal teams.
• Track and manage all support cases in our ticketing system from opening to resolution, ensuring all interactions are logged.
• Provide feedback to the product and engineering teams on recurring issues and opportunities for product improvement.

Required Skills

• Bachelor's degree in Electrical Engineering, Computer Engineering, Computer Science, or a related technical field.
• Basic software development skills with the ability to read, debug, and modify technical code written in C++ and Python
• Excellent problem-solving and analytical skills with a strong attention to detail.
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Proven ability to work independently and manage multiple support cases simultaneously.
• A customer-centric mindset and a strong sense of ownership.
• Proficiency in Mandarin Chinese.

Preferred Qualifications

• 2+ years of experience in a technical support, product support, or field application engineer role.
• Demonstrated experience troubleshooting both hardware and software systems.
• Solid understanding of basic principles of electrical equipment (such as power distribution units, circuit breakers, contactors, relays, etc.).
• Experience in diagnosing and repairing automotive electronic equipment (e.g., ECUs, power modules, battery systems, charging units).
• Hands-on experience with Battery Management Systems (BMS), lithium-ion batteries, or energy storage systems (ESS).
• Familiarity with industrial communication protocols such as CAN bus, Modbus, or Ethernet/IP.
• Hands-on experience developing control logic, device communication interfaces, or data processing modules using C++ or Python
• Experience with embedded systems and firmware.
• Development and debugging experience on Linux and/or Android platforms, including analyzing logs, system-level troubleshooting, and familiarity with common tools (e.g., logcat, adb, gdb, dmesg, etc.).
• Experience working with international teams across different time zones.

What We Offer

• A competitive salary, equity and benefits package.
• The opportunity to work with cutting-edge technology in the rapidly growing energy mobility industry.
• A key role in a dynamic, global team with significant impact on customer satisfaction and product quality.
• Opportunities for professional growth and development.
• If applicable, can sponsor H1B and green card application

Job Type: Full-timePay: From $82,500.00 per yearWork Location: Hybrid remote in Livonia, MI 48150