Position: Technical Support Engineer
Status: Permanent, Full Time – Alameda, CA
The Role
We’re looking for a hands-on ‘customer-obsessed’ Technical Support Engineer as we expand our support team. Do you enjoy problem solving? Your knowledge of AC and DC electrical power to help solve power quality issues using our flagship PQube 3 and cloud-based solution will enable us to deliver powerful equipment and facility monitoring products and services to a wide range of industries. Powerside is looking for a detailed-oriented, self-starter to fulfill the role in technical support and testing. This position provides pre- and post-sale technical support for power quality energy meters, cloud-based software, and SEMI F47 testing. You will become intimately knowledgeable with our products and use your expertise to educate our customers to understand and solve their power quality problems.
Responsibilities
- Provide technical support for power quality monitoring equipment to our global partners and customers
- Troubleshoot and diagnose customer technical issues and respond to emails in an accurate and timely manner
- Analyze power quality and energy measurements to provide our partners and customers with solutions and recommendations
- Provide prompt and accurate feedback to customers
- Maintain and update customer cases in Salesforce Service Cloud CRM and Jira bug tracking ticketing system (Log, Open and Close tickets to resolution)
- Perform hardware and software testing to duplicate customer issues
- Work closely with our engineers to investigate and resolve customer issues
- Travel required to customer sites for SEMI F47 testing as needed
- Identify and communicate customer’s needs and sales opportunities to help future growth
- Assist with the composition and implementation of technical documentation and training
- Perform other customer related duties as needed
Requirements
- Basic understanding of electrical AC and DC power distribution systems
- Basic knowledge of networking protocols
- Excellent problem solving, analytical and conflict resolution skills
- Passion and empathy in customer service with a sense of urgency in resolving problems
- Ability to communicate effectively with both technical and non-technical users
- Excellent written, oral and presentation skills
- Prior technical support, sales engineering and/or field support experience preferred
- B.S. in Electrical Engineering preferred
- SEMI-F47 testing experience a plus
Job Type: Full-time
Please apply to [email protected] with a resume and a cover letter.