Product Support Engineer (real-time monitoring) - 233

Night Shift: Monday–Thursday, 11:00 PM–9:00 AM Role and Overview of the role l The role serves as a Telematics Product expert / Subject Matter Expert and stays current with digital products and applications. Responsibilities include managing customer/dealer/internal cases; triage and troubleshooting; timely issue resolution and follow-up; issue identification and investigation; documenting issues and resolution commitments; managing escalations and hand-ups; handling requests according to service-level agreements; serving as the primary Tier 1 point of contact for supported Digital/Product Service Engineering lines of business; supporting continuous improvement; creating and updating self-service and Tier 1 knowledge articles; developing customer service representative training and customer self-service opportunities; supporting Digital Product training for CSRs; supporting Business Rules; validating and creating process maps; providing input to digital product/application support teams; and occasionally visiting dealers/customers to provide expert technical assistance on urgent field issues. Top Skills 1. Real-time monitoring and troubleshooting of electrical assets and monitoring systems 2. Clear, professional communication (phone and email) under pressure 3. Disciplined execution of SOPs/MOPs with strong attention to detail 4. Proficiency with MS Office, particularly Excel 5. Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules Position’s Contributions to Work Group: - Provides weekday night shift (Mon–Thu, 11 PM – 9 AM) coverage for the Tangent Energy Operations Center, a 24x7 center that monitors and controls customer energy assets – generators, battery energy storage (BESS), solar, energy management systems, and meters – across thousands of customer sites.

• Monitors regional electric markets in real time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedules/dispatches assets during peak, market-program, and weather events.
• Responds to asset alarms, troubleshoots hardware/software and communications issues, dispatches service technicians, and communicates with customers, partners, and markets.
• Supports customer on-boarding by configuring sites and meters in the monitoring software, and produces internal/external reports (e.g., late/non-reporting meters).

Typical task breakdown: - Shift turnover in/out – review open alarms, scheduled events, and notes from the prior shift. - Continuously monitor asset status and regional market conditions; acknowledge and respond to alarms. Remotely schedule, start/stop, and control customer assets for peak, market - and weather events per client SOPs/MOPs.

• Troubleshoot communications, hardware, and software issues; dispatch service technicians and follow up by phone/email.
• Configure new sites/meters; run and distribute reports (e.g., late meters); log all activity in the shift record.

Interaction with team: - Coordinates with on-shift operators and hands off to the day/mid shifts at turnover; escalates to the Energy Operations Center Manager as needed. - Regular phone/email contact with customers, dealers/service technicians, partners, and market operators. Team Structure - Reports to the Energy Operations Center Manager; team of operators/analysts on fixed shifts providing 24x7 coverage. Work environment: on-site operations center/control room, weekday night shift (Mon–Thu), fast-paced with high-pressure periods during events; requires independent judgment while following established procedures. Education & Experience Required: - Years of experience: 0-2 years in energy/utility operations, NOC/control room, dispatch, technical support, or a related environment.

• Degree requirement: High school diploma required; Bachelor’s degree (engineering, energy, or related technical field) preferred but not required.
• Do you accept internships as job experience: Yes – energy, utility, or operations-center internships.
• Comparable titles/roles: NOC/Operations Analyst, Control Room Operator, Power/Utility Dispatcher, SCADA Operator, Energy Analyst, Demand Response Analyst, Remote Operations/BESS or Solar O&M Technician, 24x7 Technical Support Analyst.

Skills - Real-time monitoring and troubleshooting of electrical assets and monitoring systems

• Clear, professional communication (phone and email) under pressure
• Disciplined execution of SOPs/MOPs with strong attention to detail

Additional Technical Skills (Required)

• Proficiency with MS Office, particularly Excel
• Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules
• Familiarity with ISO/RTO markets (PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and utilities (e.g., FirstEnergy, Eversource)
• Working knowledge of generators, BESS, solar, energy management systems, meters, and SCADA/remote monitoring

Soft Skills (Required)

• Customer focus and service excellence
• Problem solving and ability to shift priorities in real time

Works independently on the weekday night shift while operating as part of a - team

• Relationship management with customers, vendors, and peers
• Strong shift-turnover and documentation habits

#J-18808-Ljbffr DSM-H Consulting