Technical Solutions Analyst

Role Summary:
As a Customer Support Representative at Energy Toolbase, you are the frontline expert helping solar developers and energy professionals maximize the value of our platform. You will provide high-level technical assistance, ensuring users can accurately simulate project economics, analyze utility rates, and deploy energy storage systems.

Key Responsibilities:

• Modeling & Simulation Troubleshooting: Guide users through the end-to-end process of creating solar + storage proposals. Troubleshoot why specific financial or performance results are appearing, ensuring the platform's logic aligns with the user's project goals.
• Utility Rate Analysis: Investigate and resolve discrepancies in utility rate schedules. This includes verifying global rate data, explaining net-metering configurations, and helping users apply the correct "avoided cost" calculations.
• Case Lifecycle Management: Own the intake and triage process within Salesforce. Ensure every ticket is categorized correctly, prioritized by urgency, and documented with detailed steps taken toward resolution.
• Interval Data Scrubbing: Support users in uploading and formatting large sets of interval data (Green Button, 15-minute, or hourly data). Identify and fix formatting errors in CSV/Excel files that prevent successful data visualization.
• Bug Identification & Reproduction: When a software anomaly is reported, perform testing to replicate the issue, and document reproduce steps.
• Feature Advocacy: Monitor common user pain points and feature requests, providing regular feedback to the Tier 2 team to help shape the Energy Toolbase roadmap.
• Global Rate Database Maintenance: Research, update, and activate global utility rate schedules within the platform to ensure users have access to the most current and accurate tariff data.

Required Skills & Qualifications:

• Strong Communication Skills: Exceptional ability to communicate technical information clearly and professionally through email, live chat, and phone calls. Exceptional ability to explain technical modeling concepts and financial metrics to both technical and non-technical stakeholders.
• Technical Aptitude: Strong background in SaaS platforms; experience with Salesforce to manage customer interactions.
• Industry Knowledge: Basic understanding of the solar industry, including PV system performance, net-metering policies, and energy storage basics.
• Data Proficiency: Ability to work with Excel/CSV files and diagnose web-app performance issues.
• Analytical Mindset: A proactive approach to problem-solving, particularly when dealing with complex utility rate math or performance simulations.

Preferred Experience:

• Previous experience using Energy Toolbase or similar solar modeling software (e.g., Helioscope, Aurora Solar).
• Educational background in Renewable Energy, Environmental Science, or Engineering.
• Knowledge of solar financing structures, including Power Purchase Agreements (PPAs), leases, and federal/state incentives (ITC/SGIP).

Please note this is not a programming or computer science position.

Equal Opportunity Employer
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