Manager, Technical Support (SaaS)

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.

About the Role

Power Factors seeks a Manager in Technical Support Operations in the Customer Support department to complete our team. As a member of the Customer Support department and reporting to the Director, Technical Support, you will play a pivotal role as an internal support escalation subject matter expert. Our technical support services provide our customers with resolving technical challenges involving platform issues, data flows, networking, communication failures, and KPI calculations for the customer assets.

This role is responsible for overseeing the technical support team to ensure efficient operations and exceptional customer service aligned with our 24/7 Global Support Team. Additionally, it involves managing support processes, enhancing team performance, documentation preparation and maintaining a high standard of technical issue resolution. Finally, it involves managing a small team of technical support specialists.

What You Will Be Doing

• Lead and manage a team of Technical Support specialists. Provide guidance, training, and mentorship to ensure excellent customer service and technical expertise as well as cultivate a positive work environment, strengthen teamwork, and knowledge sharing to ensure their professional development and function.
• Collaborate with your team to troubleshoot and resolve complex technical issues related to Power Factors' products and other services within. Analyze problems, identify root causes, and implement solutions and making sure to incorporate best practices that are aligned with the Product roadmap and technology considerations.
• Interact with customers as well as the technical support team to understand their challenges and requirements. Provide clear and concise explanations of technical concepts in writing and verbally to our customers on the resolution of tickets via email, meetings or conference calls.
• Manage and escalate high-priority and critical customer issues to appropriate levels within the organization.
• Perform standard personnel management responsibilities to support team member development, goal setting, annual performance reviews as well as vacation and paid time off approvals.
• Coordinate the day-to-day work of a technical support team focused on successfully maintaining the customer assets on Power Factors' products.
• Ensure accurate documentation of technical issues, solutions, and best practices. Maintain a knowledge base to aid in efficient issue resolution and to facilitate continuous learning.
• Continuously evaluate and improve technical support processes to enhance efficiency and customer satisfaction. Identify trends in support requests and work with relevant teams to address recurring issues.
• Co-operate with the rest Technical Support Managers and your Director to improve technical support processes and documentation.
• Serve as a technical expert on Power Factors with our Customers for data-related issues, such as data flow issues, KPI calculations, and software logic.

What You Will Need to Be Successful

• Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
• Minimum of 5 years of experience in a technical support role in the renewable industry or operations & maintenance (O&M).
• Extensive knowledge of Freshdesk as well as Technical Support ticketing workflows.
• Previous working experience in project management, schedule management, risk management, and issue resolution.
• Good understanding of renewable energy sources: Such as Wind, solar, and energy storage systems.
• Knowledge of data acquisition systems, SCADA. Ability to interpret networking, data flows, and electrical diagrams.
• Knowledge of common industrial communications protocols like Modbus RTU/TCP, OPC DA/UA, and DNP3.
• Understanding of OSI Soft'sPI system and SQL Database.

Preferred Experience

• Minimum of 2 years' experience as a lead or manager of a technically focus team.
• Knowledge of SQL, Python, or other scripting tools to perform data analysis.
• Knowledge of Linux.

Competencies

Technical Skills

• Technical Knowledge and Expertise. A deep understanding of the products, services, or systems being supported is essential.
• Troubleshooting. This includes researching problems, following procedures, and using relevant tools.
• Software Proficiency. Support team members should be proficient in using relevant software and tools, such as CRM systems, ticketing systems, diagnostic tools, and communication platforms.
• Product Knowledge Management. Managing and updating knowledge bases is critical for providing consistent and accurate information to customers or colleagues.
• Innovation. Innovation is a valuable competency for support team members, enabling them to find creative solutions to customer issues and improve internal processes.

Leadership Skills

• Communication. Effective communication fosters understanding, trust, and collaboration within a team.
• Emotional Intelligence. It's vital for building strong relationships, resolving conflicts, and making empathetic decisions.
• Decision-Making. Leaders need strong decision-making skills, including analyzing situations, weighing pros and cons, and making informed choices.
• Adaptability. Leaders should be open to new ideas, pivot when needed, and help their teams navigate change effectively.
• Inspiring and Motivating. Leaders set a compelling vision, set clear goals, and provide encouragement and recognition.

Life @ Power Factors

We are an agile software development company - big enough to make an impact, but small enough to move quickly and execute in a growing industry. We are a team of bold and ingenious talents driven by results. We are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

Why Join Us

By joining the Power Factors team, you'll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

We Are an Equal Opportunity Employer

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.