Job Description
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.
Requirements
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