Product Support Engineer (Telematics, SOPs/MOPs)

About the Role

The role serves as a Telematics Product expert / Subject Matter Expert, staying current with digital products and applications. This position provides weekday night shift coverage (Monday–Thursday, 11:00 PM–9:00 AM) for the Tangent Energy Operations Center, a 24x7 center monitoring and controlling customer energy assets.

Key Responsibilities

• 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.
• Occasionally visiting dealers/customers to provide expert technical assistance on urgent field issues.
• Monitoring regional electric markets in real time and remotely scheduling/dispatching assets.
• Responding to asset alarms, troubleshooting hardware/software and communications issues, dispatching service technicians, and communicating with customers, partners, and markets.
• Supporting customer on-boarding by configuring sites and meters in the monitoring software.
• Producing internal/external reports (e.g., late/non-reporting meters).
• 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.
• Coordinate with on-shift operators and hands off to the day/mid shifts at turnover; escalate to the Energy Operations Center Manager as needed.

Requirements & Tech Stack

• 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.
• 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) is desired.
• Working knowledge of generators, BESS, solar, energy management systems, meters, and SCADA/remote monitoring is desired.

Qualifications

• Education: High school diploma required; Bachelor’s degree (engineering, energy, or related technical field) preferred but not required.
• Experience: 0-2 years in energy/utility operations, NOC/control room, dispatch, technical support, or a related environment.
• Internships: Energy, utility, or operations-center internships are accepted as job experience.

Skills

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