Product Support Engineer/Technical Support Analyst

About the Role

This role provides weekday night shift (Monday–Thursday, 11 PM – 9 AM) coverage for the Tangent Energy Operations Center, a 24x7 center that monitors and controls customer energy assets including generators, battery energy storage (BESS), solar, energy management systems, and meters across thousands of customer sites.

Key Responsibilities

• Monitor regional electric markets in real-time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedule/dispatch assets during peak, market-program, and weather events.
• Respond to asset alarms, troubleshoot hardware/software and communications issues, dispatch service technicians, and communicate with customers, partners, and markets.
• Support customer on-boarding by configuring sites and meters in the monitoring software.
• Produce internal/external reports (e.g., late/non-reporting meters).
• Conduct shift turnover, reviewing 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 & Team Structure

• Coordinate with on-shift operators and hand off to the day/mid shifts at turnover.
• Escalate to the Energy Operations Center Manager as needed.
• Regular phone/email contact with customers, dealers/service technicians, partners, and market operators.
• Reports to the Energy Operations Center Manager; part of a team of operators/analysts on fixed shifts providing 24x7 coverage.

Work Environment

• On-site operations center/control room.
• Weekday night shift (Monday–Thursday).
• Fast-paced with high-pressure periods during events.
• Requires independent judgment while following established procedures.

Requirements & Tech Stack

• Shift: Monday – Thursday, 11:00 PM – 9:00 AM (4 x 10-hour shifts, 40 hrs/wk)
• Required Technical Skills:
• Proficiency with MS Office, particularly Excel.
• Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules.
• Desired Technical Skills:
• Familiarity with ISO/RTO markets (PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and utilities.
• Working knowledge of generators, BESS, solar, energy management systems, meters, and SCADA/remote monitoring.

Qualifications

• Experience: 0-2 years in energy/utility operations, NOC/control room, dispatch, technical support, or a related environment.
• Internships in energy, utility, or operations-center roles are accepted as job experience.
• Education:
• High school diploma required.
• Bachelor’s degree (engineering, energy, or related technical field) preferred but not required.
• Top 3 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.
• 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.
• Soft Skills (Desired):
• Relationship management with customers, vendors, and peers.
• Strong shift-turnover and documentation habits.