Job Title

Technical Support / Facility Management Executive

About Us

Save Energy Systems (SES) is a U.S.-based technology company delivering scalable, cloud-driven Energy Management Systems for commercial facilities. Our solutions integrate HVAC controls, IoT devices, and analytics to help customers optimize energy usage while maintaining comfort and reliability.

Job Summary

The Technical Support / Facility Management Executive is responsible for providing advanced technical support for SES energy management platforms.

This role acts as a critical escalation point for complex incidents, ensuring system stability, accurate diagnostics, and timely resolution while maintaining clear communication with customers, field teams, and engineering.

The position requires strong problem-solving skills, clear communication, and the ability to manage multiple technical support tasks in a fast-paced environment.

Key Responsibilities

Technical & Customer Support

• Support Customer Support teams with technical troubleshooting and issue resolution
• Respond to technical service requests and customer-reported issues
• Analyze reported problems and provide clear guidance or solutions
• Ensure timely follow-up and resolution of open support cases

Ticket Management & Documentation

• Receive, log, track, and manage technical support tickets through internal systems
• Ensure accurate documentation of issues, actions taken, and resolutions
• Maintain clear and up-to-date service records and customer information

Coordination & Communication

• Coordinate with internal teams, service partners, and technicians as needed
• Communicate status updates, findings, and resolutions clearly to Customer Support and stakeholders
• Assist in confirming issue resolution and service completion

System Monitoring & Issue Tracking

• Monitor system alerts and service indicators to identify potential issues
• Track recurring problems and escalate them through proper channels when required
• Support validation and closure of resolved cases

Reporting & Administration

• Prepare daily updates and basic reports on active and resolved support cases
• Support weekly summaries and operational tracking as required
• Follow internal processes, service standards, and communication guidelines

Compliance & Process Adherence

• Ensure all support activities follow company policies and procedures
• Maintain confidentiality and data accuracy in all customer and system records
• Adhere to assigned work schedules and service expectations

Qualifications & Skills

• Diploma or Degree in IT, Engineering, Facilities Management, or a related field
• Experience in technical support or customer support roles is an advantage
• Basic understanding of technical systems and troubleshooting processes
• Strong verbal and written communication skills
• Ability to prioritize tasks and manage multiple support requests

Personal Attributes

• Customer-focused and solution-oriented
• Organized, reliable, and detail-oriented
• Calm and professional under pressure
• Proactive team player with a positive attitude

Work Details

Work Type: Onsite

Working Hours: U.S. time zone hours EST (night shift in Sri Lanka IST)