Join the mission

About Us:

OpenSolar was founded in 2017 by global pioneers in solar software - Andrew Birch and Adam Pryor. OpenSolar exists to accelerate the adoption of solar and renewable energy globally. We provide the world's clean energy professionals with an end-to-end digital design, sales and management software to grow their businesses, free of charge.

OpenSolar is driven by its mission to accelerate the adoption of solar for a world powered by sunshine by 2050. We stay focused on our mission by obsessing over the experience of our end users, being open and honest, solving problems through careful and deliberate design, and by keeping things simple.

OpenSolar is a truly global organisation with our team spread across 13 countries and our user base spread over 130+ countries. Find out more about our world class crew here: https://www.opensolar.com/about

At OpenSolar, we are dedicated to cultivating a workplace that celebrates diversity and promotes inclusivity. Our goal is to build a team that is reflective of the communities we serve, recognising that diversity brings strength and richness to our organisation. We believe that everyone should feel empowered to bring their authentic selves to work and we are committed to creating an environment where all employees are valued, respected, and supported. We actively seek to attract and retain a talented workforce that represents the breadth of our society. We provide equal opportunities for everyone to thrive and advance in their careers, enabling them to achieve their full potential.

This is your opportunity to be part of the clean energy movement, creating a lasting impact on the world. All while being part of a passionate, fun, and highly collaborative team.

The Role:

The Pro Product Specialist role is a full-time permanent position based in Australia. The role can be based in Sydney with hybrid working options; however, a full-time remote position in another location may also be considered for the right candidate.

Your key responsibilities:

1. Advanced Troubleshooting & Issue Resolution

• Diagnose and resolve moderate to complex issues related to the SaaS platform, including system integrations, API failures, CRM/data sync issues, and performance bottlenecks.
• Investigate bugs, workflow errors, and system limitations using logs, backend data, and developer tools.
• Assist with troubleshooting integrations with third-party tools such as permitting software, financing platforms, and design tools (e.g., Aurora Solar, OpenSolar).

2. Escalation & Collaboration

• Escalate unresolved issues to Tier 3 engineers or product development teams with detailed documentation.
• Provide structured feedback on recurring issues to improve platform stability and functionality.
• Work closely with customer success, sales, and product teams to ensure alignment on common customer pain points.

3. Customer Support & Training

• Engage directly with solar contractors, project managers, and system designers to provide technical guidance on software best practices.
• Clarify platform functionalities, data syncing issues, and workflow configurations.
• Assist in onboarding new customers by explaining complex platform features and troubleshooting setup problems.

4. Knowledge Base & Process Improvement

• Create and maintain troubleshooting guides, FAQs, and internal documentation for common SaaS issues specific to solar industry workflows.
• Identify gaps in the self-service knowledge base and contribute to training materials for Tier 1 support agents.

5. Monitoring & System Optimization

• Utilize monitoring tools to detect software performance issues, API failures, or data inconsistencies before they impact customers.
• Provide proactive recommendations to optimize system performance for high-volume solar contractors.

6. Feature Testing & Feedback

• Participate in testing new features, integrations, and system updates before release.
• Gather real-world user feedback from solar professionals and provide insights to improve product development.

What you’ll need:

• Have a genuine passion for helping users succeed through software training & support.
• Excellent customer facing skills - good listener, flexible customer service style with excellent written and oral communication skills.
• Ability to manage and analyze large datasets.
• Ability to effectively collaborate with and work towards achieving specific targets and goals within timelines.
• Introductory CRM skills (experience with Mailchimp, HubSpot, and Zendesk preferred).
• Highly organized, good time-management and structured in your work style.
• High attention to detail and a passion for problem solving.
• The desire to positively contribute to shaping organizational culture and be part of a diverse team.
• A passion for the environment and scaling clean energy.

What we bring:

• A passionate, driven, and highly collaborative team.
• We are a mission focused organisation with a well-being led culture.
• A diverse, equitable and inclusive work environment where we celebrate everyone.
• Professional development and support of your individual growth.
• Constant exposure to new opportunities to learn and grow.
• A fast-paced work environment with leading technology solutions.
• Flexible leave options so you can shape your life-work priorities.
• An opportunity to be part of the clean energy movement, creating a lasting impact on the world.