Application Engineer

Triangle MicroWorks, Inc.; Raleigh (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Triangle MicroWorks, Inc. is seeking an Application Engineer/Technical Support Engineer to work with customers, development staff, and sales to design targeted solutions for the electrical utility industry.

The role involves configuring products to meet customer goals, demonstrating products, training customers, and providing ongoing support. A power systems background and strong communication are essential.

Qualifications

• Proven work experience as Applications Engineer or Technical Support Engineer in the electrical utility industry.
• Understanding of computer systems and TCP/IP and other industrial protocols.
• Experience with DNP3 and IEC 61850 communications desirable.
• Bachelor of Science in Power Systems Engineering or related engineering/computer science degree.

Responsibilities

• Provide demonstrations of products to customers and discuss how products can meet their requirements.
• Review software under development to ensure customer requests are satisfied.
• Participate in design reviews with software development teams and advocate for customer needs.
• Review draft user manuals for accuracy and completeness.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers to answer their questions about product use and capabilities.
• Refer to internal databases or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged and prioritized across multiple open items.
• Follow up with clients to ensure their applications are fully functional after customization or troubleshooting.

Skills

Problem solving

Communication

Technical writing

Technical help

Education

Bachelor of Science in Power Systems Engineering

Job description

Application Engineer/ Technical Support Engineer

POSITION DESCRIPTION:

We are looking for an Application Engineer to work with our customers, development staff, and sales team to create targeted solutions. Our application engineers help define the design of our products to meet the needs of our customers in the Electrical Utility Industry. They also help our customers to understand our products and help customize product configurations to meet the customer’s goals. The products include Software Libraries for SCADA Communications and related Simulation & Test Tools. An applicant should have a background in power systems engineering.

Application Engineer responsibilities include interfacing with customers to understand their needs and documenting the customer requirements; reviewing proposed software designs to ensure customer needs are met; working on customer projects to configure purchased products; demonstrating products and performing customer training; and providing customer support when necessary.

RESPONSIBILITIES:

• Provide demonstrations of products to customers and discuss how products can meet their requirements
• Review software under development to ensure customer requests are satisfied
• Participate in design reviews with the software development teams and advocate for customer needs
• Review draft user manuals for accuracy and completeness
• Properly escalation unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers to answer their questions about product use and capabilities
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their applications are fully functional after customization or troubleshooting
• Ask customers targeted questions to understand their needs and goals
• Document technical knowledge in the form of notes and manuals

EDUCATION, EXPERIENCE and SKILLS REQUIRED:

• Proven work experience as an Applications Engineer, Protection Engineer, Technical Support Engineer or similar role in the Electrical Utility industry
• Understanding of computer systems and computer communications including TCP/IP and other industrial protocols
• Experience with DNP3 and IEC 61850 communications protocols desirable
• Significant experience in electrical power systems design and/or troubleshooting
• Hands-on experience with Windows/Linux OS environments
• Excellent problem-solving and communication skills
• Technical Writing Experience a plus
• Ability to provide step-by-step technical help, both written and verbal
• Bachelor of Science in Power Systems Engineering or other engineering or computer science degree with applicable experience

About employer: Triangle MicroWorks is a fast paced, growing, privately-held company which provides communication protocol software for customers in the electric power industry.