Product Support Engineer (real-time monitoring)

About the Role

The role serves as a Telematics Product expert / Subject Matter Expert, staying current with digital products and applications.

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
• Provides weekday night shift (Mon–Thu, 11 PM – 9 AM) coverage for the Tangent Energy Operations Center
• Monitors regional electric markets in real time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedules/dispatches assets
• 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
• Produces 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
• 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

Requirements & Tech Stack

Top 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
• Proficiency with MS Office, particularly Excel
• Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules

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

Additional Technical Skills (Desired)

• 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

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

Qualifications

Education & Experience

• 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.
• Internships accepted as job experience (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