Job Description
Role:Customer Support Engineer - WAMSKey Skills/ Screening Questions
Detailed JD
* WAMS, Power Systems, EMS, DMS, SCADA, eterra
* Bachelor's degree in Electrical Engineering, Computer Science, or related field.
* Strong knowledge of Power Systems, SCADA/EMS/DMS, and Synchrophasor/PMU technology.
* Hands-on experience with WAMS software platforms (GE, Siemens, ABB, or similar).
* Experience in Linux/Windows server environments, networking, and databases (Oracle/SQL).
* Familiarity with real-time protocols (IEEE C37.118, ICCP/TASE.2, DNP3, IEC 61850).
* Strong problem-solving, analytical, and debugging skills.
* Excellent communication skills to interact with global customers and collaborate with cross-functional teams
* Provide L2/L3 customer support for WAMS applications, servers, and associated infrastructure.
* Diagnose, troubleshoot, and resolve incidents related to WAMS performance, connectivity, and data quality.
* Monitor real-time data flows and ensure integrity of phasor measurement unit (PMU) data across the grid.
* Support incident, problem, and change management processes in line with SLAs.
* Conduct root cause analysis (RCA) for critical issues and implement corrective actions.
* Assist customers with system upgrades, patches, and hotfixes deployment.
* Document technical solutions, prepare knowledge articles, and share best practices.
* Collaborate with product engineering and R&D teams for complex escalations.
* Provide customer training, workshops, and technical guidance to improve user adoption.
* Drive continuous service improvements to enhance reliability and reduce recurring incidents
* Ensure adherence to ITIL processes for incident, problem, and change management
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