What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

Are you an experienced Aircraft Maintenance Engineer interested in taking your career from a ‘routine maintenance' position to a role in which you will be directly responsible for the development, and integration of an advanced mission system and creating publications and documentation for maintenance to be carried out effectively and efficiently by any end user. 

We have a unique opportunity to join our team as a Mission Systems Technician.  In this role you will be involved with the design, build and testing of future aircraft mission systems and associated ground stations all under the guidance of experienced Mission Systems Engineers and Aircraft Maintenance Engineers/Technicians (AME).

Working as part of the Airborne Solutions Technical Development business unit, this position will be involved with providing technical support, ongoing maintenance and development of the mission systems on board the AMSA CL-604 Challenger Fleet, the Australian Border Force DHC-8 fleet, the Systems Integration Laboratory and the ground stations. The key Responsibilities will include:

• Hold safety as a core value and contribute to the achievement of a zero harm and an incident/injury free environment through active participation in all safety programs relevant to the position
• Work as part of a team of experienced Mission Systems Engineers, Aircraft Maintenance Engineers and Technicians. Guiding maintenance, development, and troubleshooting of mission systems on board various aircraft.
• Carry out ‘on wing’ maintenance tasks, modifications, and updates to the mission systems.
• Conduct component hardware testing, evaluation, and troubleshooting activities in a laboratory environment.
• Provide support to remote bases where mission systems may be deployed, including customer endpoints.
• Monitor, evaluate, and maintain in-service airborne and ground-based mission systems
• Liaise with and assist external sub-contractors as required for development and support of mission systems
• Maintain the System Integration Laboratory, test racks, and associated equipment in a serviceable condition.
• Offer technical advice and support to other in-house departments for improvements to documentation and processes

At Relectrify, we're on a mission to engineer the future of battery energy storage. We are building a disruptive platform that dramatically reduces the cost of storage by unlocking significantly more energy from every battery cell.  We want to see a world abundant with clean energy and believe we will make a meaningful contribution. 

Our core values fuel and motivate our work: 

1. Prioritise what matters most: We strive to work with clear objectives and understand why they are the right goals to pursue. 
2. Think critically: We base our decisions on informed, open-minded evaluations, not on hierarchy or gut feelings. 
3. Be decisive: We prioritise action and continuously move forward, adapting as new data becomes available. 
4. Quality and elegance in everything: We put in the effort to distil complexity and make things as clear and impactful as possible. 
5. Collaborate or fail: We seek to work with those who excel and recognise that partnerships are essential to our success. 
6. Get jobs done: We focus on the core task – the job to be done – and we aren’t content until we’ve achieved the desired outcome. 

We embrace diverse experiences to fuel our collective success, ensuring everyone can do their best work. 

If you are looking to make a positive impact in the world of renewable energy by advancing battery technology, come join us. Even if you don’t meet every requirement, we encourage you to apply — you might just be the perfect fit for our team. 

Learn more about us.

About the Role

Location: This position offers the flexibility of hybrid work between home and our office on the edge of Melbourne CBD. Domestic travel for customer projects will be required from time to time. 

Team background: Reporting to the Head of Australia, this newly created position is responsible for the delivery of exceptional technical and project support to our Australian-based customers and partners. As the first Project Engineer in this region, you will have the opportunity to establish processes, solve challenges, and continually improve outcomes for external stakeholders to ensure a positive brand and technology experience.

Who we’re looking for:  A Project or Applications Engineer who is experienced in both pre-sales technical support and post-sale project management, who understands the needs of both customers and partners and who can fulfil these requirements through precise project mapping and effective management. You will need to be comfortable working with a diverse set of stakeholders and skilled in taking complex concepts and technical jargon and communicating these in an easily digestible way for your target audience. 

You are a fast learner who has a passion for renewable energy, willing to take the initiative to seek out knowledge, improve ways of working, and actively engage with stakeholders to ensure an exemplary experience for our customers and partners.

What you’ll be doing: Relectrify is launching an innovative new battery energy storage system for the Australian market. Built on its CellSwitch® platform, the Relectrify AC1 delivers ‘More Energy’ to asset owners, dramatically improving BESS revenue and project investment returns. The AC1 will primarily be sold and deployed in C&I applications, but it will also be deployed in distribution-level front-of-meter applications. This role provides technical engineering support for the AC1 to both partners and customers. This includes: 

1. Providing application engineering support that helps prospective customers evaluate projects using the AC1, in the process addressing technical questions and selling them on the AC1’s engineering advantages. 
2. Post-sale, to provide project engineering support to the EPC responsible for project delivery, managing all project items within Relectrify’s scope of responsibility.

You will work alongside internal teams to become an expert on our technology and its applications. You will use that expertise to inform customer project design and ensure delivery within our scope to battery energy storage project developers, large business energy users, EPC firms and energy consultants.

Over time, you will drive smarter, faster, more effective delivery of technical solutions to customers, including improving tools, documentation and processes for more effective customer and partner engagement.  

Must-have experience: 

Applicants must have full working rights in Australia and be willing to undergo pre-employment background checks (i.e. working rights, criminal history, and employment references). 

• Bachelor’s degree in Electrical or Electronics Engineering or a related field
• Extensive experience in customer applications for battery storage, including related technologies such as renewable generation and EMS integration
• Experience in the deployment of battery storage projects in C&I, distribution-level and front-of-meter applications
• Extensive experience in interfacing and supporting EPCs in developing, planning and constructing stationary battery storage or PV systems
• Demonstrated experience delivering technical customer projects on time and within budget  
• Demonstrated professionalism with interactions at all levels of collaborating organisations  
• Demonstrated experience in expertly managing the expectations of internal and external project stakeholders
• Prior experience contributing to the development or improvement of technical documentation such as application notes, installation guides, and user manuals.

Nice-to-have experience: 

• Familiarity with power electronics, electrical packaging, and printed circuit design
• Experience working in a small team where resourcefulness was paramount, e.g. start-up or scale-up businesses, or in a satellite office of an overseas organisation

Why Relectrify?

Our benefits are designed to support and enhance your work-life harmony:

• Market-competitive salary and benefits 
• Ownership opportunity as part of the Employee Share Option Plan
• Advancement opportunities for leadership and management due to rapid scale-up trajectory
• Paid time off and holidays
• Gender-neutral paid parental, personal/carer’s leave of absence
• Hybrid flexible work policy 
• Purchased leave scheme 
• Salary sacrifice for superannuation
• Education reimbursement
• No-cost commuting  
• Free snacks and (actually good!) coffee in the Melbourne office
• Team events and monthly socials

Relectrify is committed to providing inclusive experiences. We welcome applicants from all backgrounds and identities, including race, ethnicity, age, citizenship, religion, sex, sexual orientation, gender identity, veteran status, marital status, pregnancy, parental status, or disability. Discrimination based on these or any other social identities is not tolerated.

Note to recruitment agencies: Relectrify does not accept unsolicited agency resumes. Relectrify does not pay placement fees for candidates submitted by any agency other than its approved partners.