Job Summary:
We are seeking a Customer Support Engineer for Advanced Distribution Management Systems (ADMS) to support, troubleshoot, and enhance mission-critical applications such as SCADA, DMS, and OMS. This role involves direct engagement with customers, cross-functional collaboration, and ownership of complex technical issues across ADMS platforms including PowerOn Fusion (PoF) and PowerOn Advantage (PoA).
Key Responsibilities:
* Serve as the primary point of contact for customer issues related to ADMS systems including SCADA, DMS, OMS, DNAF, Storm Assist, and DER tools.
* Troubleshoot and resolve technical problems across user interface, SCADA, modeling tools, networks, and database layers.
* Perform installation, maintenance, and support of ADMS products (PoF/PoA).
* Collaborate with engineering and internal teams to drive timely closure of escalated issues.
* Participate in customer calls, implement solutions while ensuring compliance with change control and security standards (e.g., NERC CIP).
* Lead strategic discussions with customers to prevent issue recurrence and enhance system reliability.
* Contribute to technical documentation, training materials, and the knowledge base to improve support effectiveness.
* Mentor junior support staff and assist in root cause analysis and best practices.
* Support remote diagnostics and continuous monitoring solutions.
* Maintain a high level of customer satisfaction through proactive communication and technical excellence.
* Adhere to all company quality and compliance standards.
Requirements
Required Qualifications:
* 3+ years of experience in supporting or engineering ADMS systems (PoF, PoA).
* Solid understanding of electrical distribution and transmission networks.
* Proficient in Linux, Windows, Oracle, SQL, Cassandra, and Jasper Reports.
* Familiar with networking protocols (TCP/IP), IP addressing, DNS, Active Directory, and firewall configurations.
* Strong communication and interpersonal skills for interfacing with customers and internal teams.
* Proven ability to work independently and manage technical escalations.
* Familiarity with NERC CIP compliance standards.
* Strong analytical and troubleshooting skills.