Renewable SaaS Support Engineer

Power-Factors; Carmen; On-site; PHP 480,000 - 720,000; Full time

Job summary

Power Factors is seeking a Customer Technical Support specialist for SaaS within Global Customer Support. You will be the internal escalation SME, handling platform, data flow, networking, and KPI calculation issues for customer assets, while maintaining high customer satisfaction.

This role requires 24x7 shift coverage including weekends and cross-functional collaboration. You will triage, resolve, or escalate issues, document resolutions, and contribute to knowledge bases to improve service

Qualifications

• Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred).
• Minimum of 3 years of experience in a technical support role. Renewable industry or operations & maintenance preferred.
• Knowledge of CRM / Ticketing system as well as ticketing workflows

Responsibilities

• Receive, triage, and prioritize incoming technical support calls from customers.
• Assess and prioritize cases based on urgency, impact, and SLA.
• Gather detailed information from customers to document issues and plan resolution.
• Troubleshoot data flow issues from remote sites into the Power Factors Cloud and escalate as needed.
• Maintain accurate records of support requests and resolutions.
• Provide expert technical support for PowerFactors SaaS Solutions in renewable energy applications.
• Collaborate with engineering and product teams to resolve complex issues.
• Participate in weekly on-call rotation.

Skills

Communication

Empathy and Customer Focus

Time Management and Prioritization

Adaptability

Team Player

Education

Bachelor's degree in engineering (Renewable /Communication/Data Engineering preferred)

Tools

CRM / Ticketing system

Freshdesk

SQL

Azure

AWS

Linux

Job description

Power Factors is seeking a Customer Technical Support specialist for SaaS within Global Customer Support. You will be the internal escalation SME, handling platform, data flow, networking, and KPI calculation issues for customer assets, while maintaining high customer satisfaction.

This role requires 24x7 shift coverage including weekends and cross-functional collaboration. You will triage, resolve, or escalate issues, document resolutions, and contribute to knowledge bases to improve service