Role- Customer Support Engineer - DERMS
Location - Edinburgh/Paris/Bucharest
Key Responsibilities:
* Deliver L2/L3 support for DERMS applications, integrations, and services.
* Monitor system availability, performance, and data flows between DERMS, grid control systems (SCADA, ADMS, EMS), and distributed energy resources.
* Investigate and resolve incidents, service requests, and escalations in alignment with SLA requirements.
* Conduct root cause analysis (RCA) and drive permanent fixes for recurring or high-severity issues.
* Support patching, upgrades, deployments, and system configuration changes.
* Collaborate with engineering and product teams to implement improvements in scalability, reliability, and cybersecurity.
* Maintain knowledge base articles, SOPs, and runbooks for effective issue resolution.
* Provide technical support for DERMS functions such as DER aggregation, forecasting, optimization, scheduling, and dispatch.
* Participate in 24x7 on-call rotation to handle priority incidents and ensure continuous system availability.
* Ensure adherence to ITIL processes for incident, problem, and change management
Required Qualifications:
1. Bachelor's degree in Electrical Engineering, Computer Science, or related field (or equivalent work experience).
2. 3+ ye...