Power Factors is looking for a Customer Technical Support Engineer specializing in SCADA and EMS Systems to join our team in the Philippines. This role is central to providing remote technical guidance to our customers, troubleshooting hardware, software, and firmware issues with data acquisition systems (DAS). You will be a key first point of contact, managing the full issue lifecycle while collaborating with a global team to ensure comprehensive 24/7 support for our renewable energy solutions.
What You'll Do
- 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 like Tier 2/3, Engineering, Product, and SCADA Delivery.
- Own the issue lifecycle from intake to resolution, coordinating internal collaboration as needed.
- 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.
- 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.
- 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.
What We're Looking For
- Bachelor’s degree or equivalent in electrical engineering, Renewable Energy, Computer Science, or a related technical field.
- Proven experience (2+ years) in SCADA delivery, technical support, or a similar customer-facing role, particularly with SCADA systems in the renewable energy industry.
- Strong understanding of SCADA systems, network protocols, data acquisition, and remote monitoring technologies.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
- Ability to work effectively in a fast-paced environment and manage multiple support requests simultaneously.
- Flexibility and a strong customer service mindset.
- Exhibits a positive and professional attitude.
- Possesses a high level of organizational skills and the ability to multi-task.
Nice to Have
- Familiarity with renewable energy sources, including solar, wind, and energy storage systems, is highly desirable.
- Experience with ticketing systems and customer relationship management (CRM) tools is a plus.
- Familiarity with photovoltaic system construction and terminology.
- Experience in Linux system is a plus.
Technical Stack
- SCADA/EMS systems
- Cloud infrastructure
- Ticketing systems
- CRM tools
- Linux
Team & Environment
You will be part of a global team, collaborating with local and remote team members, other company resources, experts, and management worldwide.
Work Mode
This role is based in the Philippines, working as part of a global support team.
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.
