Customer Technical Support, SCADA and EMS Systems

About The Role

The Technical Support Engineers primary responsibility is to provide remote technical guidance to customers. This position directly involves troubleshooting hardware, software, and/or firmware to identify problems which prevent the customers data acquisition system (DAS) from functioning properly. The successful applicant will work collaboratively with local and remote team members, as well as interact on a regular basis with other company resources, experts and management located in various parts of the world. We are a global team providing top notch support to all customers on a 7 x 24 basis.

Key Responsibilties

Customer Support & Issue Management

• Serve as the first point of contact for incoming support requests via phone, and ticketing systems.
• Triage, prioritize, and categorize issues based on severity, customer impact, and SLAs.
• Collect and document detailed issue information including symptoms, error messages, logs, and prior troubleshooting steps.
• Communicate regularly with customers on ticket progress, updates, and resolution status.
• Ensure timely escalation of critical issues to appropriate internal teams (Tier 2/3, Engineering, Product, SCADA Delivery).
• Own the issue lifecyclefrom intake to resolutioncoordinating internal collaboration as needed.

Technical Troubleshooting & Diagnostics

• Troubleshoot software, hardware, and network-related issues across SCADA/EMS systems and cloud infrastructure.
• Identify and resolve data flow interruptions from remote SCADA sites into our SaaS platform.
• Execute diagnostic tests, apply configuration changes, and provide actionable solutions for known issues.
• Collaborate cross-functionally on complex problems involving firmware, network communications, field devices, and cloud integrations.
• Coordinate RMAs for hardware failures, ensuring compliance with warranty and repair policies.

Documentation & Knowledge Sharing

• Maintain accurate and up-to-date support tickets, including all troubleshooting actions, findings, and final resolutions.
• Contribute to internal knowledge base articles, including FAQs, configuration guides, and repeat issue solutions.
• Provide feedback to engineering and product teams to improve product reliability, supportability, and usability.

Team Participation & Availability

• Participate in a rotating on-call schedule to support customers outside of standard business hours.
• Collaborate with team members in regular standups, case reviews, and training sessions.

Qualifications Required

We believe you enjoy working in a purpose-driven organization and that you thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you are effective at managing multiple tasks of varying complexities, work well under pressure, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox:

• Bachelor’s degree or equivalent in electrical engineering, Renewable Energy, Computer Science, or a related technical field.
• Proven experience (2+ years) in SCADA delivery, technical support, or a similar customer-facing role, particularly with SCADA systems in the renewable energy industry.
• Strong understanding of SCADA systems, network protocols, data acquisition, and remote monitoring technologies.
• Familiarity with renewable energy sources, including solar, wind, and energy storage systems, is highly desirable.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
• Ability to work effectively in a fast-paced environment and manage multiple support requests simultaneously.
• Experience with ticketing systems and customer relationship management (CRM) tools is a plus.
• Flexibility and a strong customer service mindset.
• Familiarity with photovoltaic system construction and terminology
• Exhibits a positive and professional attitude
• Possesses a high level of organizational skills and the ability to multi-task
• Experience in Linux system is a plus