Support Engineer - First Line Technical Support

About the Apex Support Engineer Role

The main function of the Apex Support Engineer is to be a bridge between customers and the product design engineers as we develop and manufacture world class electronic products for Rubicon’s various divisions. It includes providing first line technical assistance to our customers, performing various product integration tests and verification of customer setups. This role includes a diverse set of disciplines from firmware to hardware support and testing. 

Key role responsibilities:

Product Testing:

• Create product test setups.  

• Analyse product and system behaviour and performance. 

• Provide feedback to engineers on observations. 

• Assist with documentation of bugs and fixes. 

• Documentation for all testing. 

First Line Support:

• Support our i10H truck, MCS and SGS customers with day-to-day problems, fault finding and implementing solutions. 

• Be the go-between to the design engineers and factory as needed.  

• Updating of product firmware locally or remotely 

• Electrical fault finding  

• Hardware and firmware bug hunting 

• Open JIRA tickets for each engineering issue.  

• Work with the engineers to develop, test, and deploy solutions to open product issues  

Teamwork & Collaboration:

Work closely with the other development and tech support staff to:   

• Continuously improve technical internal and external communication.  

• Provide support to resolve general product issues.  

• Investigate and document potential serial issues.  

• Assist in product specification and development.  

• Continuously build and develop technical competency and skills.   

Knowledge, Skills and Experience Requirements:

Required:   

• Electronics, Electrical or Mechatronics advanced diploma or similar.   

2+ years’ experience in:  

• Product Support; and / or  

• Customer service; and / or  

• Electronic repairs or testing 

• Renewable energy equipment related repairs.    

The following would all be advantageous in your application:  

• Programming in Languages such as Java, C, C++ etc.   

• Design software and tools such as ALTIUM, Solid Works, Fusion 360 experience  

• IoT experience 

• Power Electronics experience  

• Another relevant diploma or degree (e.g. renewable energy)  

• Availability & Ability to travel occasionally - locally and possibly internationally. 
  

Personal Competency Requirements:

• Computer literacy – highly Computer literate and comfortable with technical aspects of common operating systems  

• Microsoft Office general excellence  

• Competent, professional business written and verbal communications skills, with the ability to express yourself clearly and effectively within the company.  

• Team player who relishes working with others collaboratively to deliver a top-class result through joint effort.  

• Ability to build internal and external relationships.  

• Excellent time management, organizational, and follow-through skills.    

• Attention to detail while maintaining the ability to see the implications for the bigger picture.  

• A creative outlook with a problem-solving attitude.   

• Self-motivated and highly driven - meet and exceed all that is required of your department and staff