Product Validation & Support Engineer

Responsibilities

• Product Validation and Testing
• Plan, execute, and document user-centric validation testing of new software releases for heat pumps, battery systems, solar integrations, inverters, and future products.
• Validate functionality, usability, and overall system performance in realistic customer and installation scenarios.
• Identify, reproduce, and document defects, working closely with Engineering teams to ensure timely resolution.
• Support release readiness activities and provide validation sign-off where applicable.
• Contribute to the development of test methodologies, test cases, and quality assurance processes.
• Third Line Support
• Act as a technical expert within the 3rd Line Support organization.
• Investigate and resolve complex technical issues escalated from 1st and 2nd Line Support.
• Troubleshoot hardware, software, commissioning, connectivity, and installation-related issues across the Aira product portfolio.
• Collaborate with Product and Engineering teams to identify root causes and drive corrective actions.
• Document findings, workarounds, and resolutions to improve organizational knowledge and product quality.
• Support Enablement and Self-Service
• Develop troubleshooting guides, knowledge base articles, and support procedures for 2nd Line Support teams.
• Identify opportunities to shift issue resolution earlier in the support chain through improved documentation, tooling, and processes.
• Drive continuous improvement initiatives that increase support efficiency and reduce escalations.
• Measure and monitor the effectiveness of self-service and support enablement activities.
• Training and Knowledge Transfer
• Develop and deliver technical training for Support, Operations, and Installation teams.
• Create training material for heat pump products, power solutions, commissioning processes, and new product launches.
• Ensure that customer-facing and operational teams have the knowledge required to successfully install, support, and troubleshoot Aira products.
• Act as a subject matter expert within assigned product domains.

Requirements

• Strong technical understanding of heat pumps, energy systems, and connected products.
• Experience in product testing, validation, quality assurance, or technical support.
• Excellent troubleshooting and root cause analysis skills.
• Ability to work across hardware, software, cloud services, and connected devices.
• Strong written and verbal communication skills.
• Experience creating technical documentation and training materials.
• Ability to collaborate effectively across multiple teams and functions.
• Customer-focused mindset with a passion for quality and continuous improvement.

Additional Information

The Product Validation & Support Engineer is responsible for ensuring the quality, reliability, and operational readiness of Aira's products through hands-on validation of new software releases, advanced technical support, and knowledge enablement across the organization. The role acts as a bridge between Product, Engineering, Support, and Operations, helping ensure that new features and products are successfully introduced to the market while continuously improving customer experience and operational efficiency.

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