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.
Key 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.
Skills and Experience
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.
