Job Description
Role- Customer Support Engineer - DERMSLocation - 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:
* Bachelor's degree in Electrical Engineering, Computer Science, or related field (or equivalent work experience).
* 3+ years of experience in application support, energy management systems, or grid operations platforms.
* Strong understanding of DERMS functions, distributed energy resources (solar, wind, batteries, EVs), and grid operations.
* Proficiency with Linux/Unix administration, databases (SQL/Oracle/PostgreSQL), and APIs/integration tools.
* Solid troubleshooting skills across application, middleware, and network layers.
* Experience with monitoring tools (Splunk, Grafana, AppDynamics, etc.).
* Familiarity with SCADA, ADMS, EMS, OMS, or other grid management systems.
* Excellent communication and problem-solving skills to collaborate with customers and cross-functional teams
Preferred Skills:
* Prior experience supporting DERMS or other OT/IT grid management platforms.
* Knowledge of GridOS ecosystem and integration with DERMS.
* Exposure to cybersecurity standards (NERC CIP, ISO 27001, SOC2).
* Cloud/hybrid deployment experience (Azure, AWS).
* Certifications such as ITIL, Security+, or utility-specific systems training.
* Scripting/automation skills (Python, Bash, PowerShell) for operational efficiency
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