Technische Klantenondersteuning, SCADA- en EMS-systemen (m/w/d)

Job Description

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.*

Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

*Outside China and India

About the Role

The Technical Support Engineer's primary responsibility is to provide remote technical guidance to customers. This position directly involves troubleshooting hardware, software, and/or firmware to identify problems which prevent the customer's data acquisition system (DAS) from functioning properly. The successful applicant will work collaboratively with local and remote team members, as well as interact on a regular basis with other company resources, experts and management located in various parts of the world. We are a global team providing top notch support to all Power Factor's customers on a 7 x 24 basis.

Key Responsibilities

Customer Support & Issue Management

• Serve as the first point of contact for incoming support requests via phone, and ticketing systems.
• Triage, prioritize, and categorize issues based on severity, customer impact, and SLAs.
• Collect and document detailed issue information including symptoms, error messages, logs, and prior troubleshooting steps.
• Communicate regularly with customers on ticket progress, updates, and resolution status.
• Ensure timely escalation of critical issues to appropriate internal teams (Tier 2/3, Engineering, Product, SCADA Delivery).
• Own the issue lifecycle-from intake to resolution-coordinating internal collaboration as needed.

Technical Troubleshooting & Diagnostics

• Troubleshoot software, hardware, and network-related issues across SCADA/EMS systems and cloud infrastructure.
• Identify and resolve data flow interruptions from remote SCADA sites into our SaaS platform.
• Execute diagnostic tests, apply configuration changes, and provide actionable solutions for known issues.
• Collaborate cross-functionally on complex problems involving firmware, network communications, field devices, and cloud integrations.
• Coordinate RMAs for hardware failures, ensuring compliance with warranty and repair policies.

Documentation & Knowledge Sharing

• Maintain accurate and up-to-date support tickets, including all troubleshooting actions, findings, and final resolutions.
• Contribute to internal knowledge base articles, including FAQs, configuration guides, and repeat issue solutions.
• Provide feedback to engineering and product teams to improve product reliability, supportability, and usability.

Team Participation & Availability

• Participate in a rotating on-call schedule to support customers outside of standard business hours.
• Collaborate with team members in regular standups, case reviews, and training sessions.