Customer Technical Software Support Engineer

Customer Technical Software Support Engineer

About Us

Electric Power Group (EPG), headquartered in Pasadena, California, is the industry leader in Synchrophasor technology for real-time grid monitoring and analytics software. Our software solutions help electric utilities and grid operators prevent blackouts and keep power systems stable and reliable. With customers across the U.S., Europe, the Middle East, India, Latin America, and Australia, our solutions are trusted by some of the world’s most critical grid operators.

Job Description

The Customer Technical Software Support Engineer plays a crucial role in supporting customers with technical issues and ongoing use of EPG’s software applications. The support engineer assists customers with:

·        IT infrastructure related questions and troubleshooting – database, performance, access, connectivity

·        Software use – navigation, “how to”, data, results

·        Proactive maintenance and system health reviews

The candidate will be responsible for interfacing with customers, understanding the issue, troubleshooting to find root cause, remediate, and resolve issues on a timely basis to ensure customer satisfaction. This role requires a strong technical background, excellent communication skills, and the ability to close out issues with customers in writing.

Key Responsibilities

• Monitor customer issues reported to EPG via Azure Dev Ops and other means.
• Timely respond to customers on resolution plan and timetable.
• Provide technical support via phone, email, video conferencing, chat, or in person.
• Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
• Escalate complex issues to the appropriate team or senior support staff when necessary.
• Document and track customer issues in a ticketing system.
• Collaborate with cross-functional teams, including development and quality assurance.
• Provide training to customers on effective use of the applications and features.
• Maintain a high level of professionalism and customer service while ensuring customer needs are met and questions are answered promptly.
• Improve customer support processes and procedures.
• Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.

Required Skills

• Understanding of IT hardware, networks, infrastructure, architecture.
• Aptitude and troubleshooting skills to identify and resolve customer technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers and prepare issue reports.
• Handle customer inquiries and resolve critical issues in a calm and professional manner.
• Multitask and prioritize tasks effectively in a fast-paced environment.
• Strong problem-solving skills to identify root causes and implement solutions.
• Excellent time management and organizational skills.
• Proficient in using remote IT support tools to assist customers remotely.
• Work independently as well as collaborate effectively within a team.
• Adapt to changing technologies and learn new systems quickly.
• Strong customer service skills, with a commitment to ensuring customer satisfaction.

Required Qualifications

• Bachelor’s or equivalent; additional technical certifications or a degree in IT related field.
• Degrees in computer science or engineering disciplines is a plus.
• Minimum 3 years of experience in customer or technical support.
• Strong knowledge of computer hardware, Windows Operating Systems, Microsoft Office Products, and common software applications.
• Familiarity with customer support software, ticketing systems and CRMs.
• Fluent in written and spoken English; additional language proficiency is a plus.

Why Join Us?

·        Play a mission-critical role in safeguarding power grids.

·        Work in a collaborative environment where your expertise has direct, visible impact.

·        Shape the support function of a growing, globally respected company.

Compensation and Benefits

Market competitive. EPG is an Equal Opportunity Employer. EPG offers competitive compensation and provides the following benefits to full-time employees: Health Insurance Plans, 401(k) including Profit Sharing Match contribution, Life Insurance, Paid Time Off, Visa Sponsorship, Performance Bonus and Long-term Incentive.

For more information, visit: www.electricpowergroup.com.