Customer Support Engineer

Techtrueup; Kansas City (KS); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company is seeking a SCADA Engineer responsible for developing solutions and resolving customer issues related to GE e-terra systems. Candidates should have significant experience with SCADA protocols, electrical grids, and excellent customer service skills. This long-term contract position allows for remote work, with a focus on maintaining high-quality solutions and ensuring customer success.

Qualifications

• 8-10 years of experience with SCADA/EMS software, particularly GE e-terra.
• Knowledge of protocols like DNP3, IEC 104, Modbus.
• Ability to mentor and document solutions effectively.

Responsibilities

• Develop innovative solutions to meet business objectives.
• Address customer issues related to GE e-terra products.
• Engage with customers and organize calls for issue resolution.

Skills

SCADA

Communication

Customer Success

Troubleshooting

Tools

Linux

Windows

Oracle

SQL

Job description

Job Description

Position: SCADA Engineer
Locations: Seattle, WA / Remote
Long-term Contract

Utilities: Electric grid (Transmission and Distribution), EIS Power Systems, Digital: SCADA Security

Experience: 8-10 Years

Roles & Responsibilities

• The Customer Support Engineer will be responsible for meeting business objectives by developing practical and innovative solutions, coordinating with cross-functional teams, and resolving customer issues related to GE e-terra products.
• Address customer issues and concerns with GE e-terra AEMS.

Essential Skills

• Experience installing, maintaining, or supporting GE e-terra AEMS or EMS suite, or other SCADA/EMS software.
• Familiarity with User Interface, SCADA, and Modeling tools.
• Knowledge of Transmission and Distribution electrical grids.
• Working knowledge of ICCP, RTU, SCADA communication protocols (DNP3, IEC 104, IEC 61850, Modbus), Linux, Windows, Oracle, SQL.
• Understanding TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls, and switches relevant to issue resolution.
• Ability to work independently with minimal supervision. Knowledge of NERC CIP Standards.
• Effective communication skills and ability to interface with customers and teams.
• Knowledge of remote monitoring and diagnostics solutions.
• Commitment to quality, consistency, and work ethic.
• Focus on customer success, leadership in troubleshooting, and proactive issue prevention.
• Engage with customers, organize calls, and ensure solutions address customer issues effectively.
• Mentor staff, document solutions, and contribute to the Knowledge Base.
• Troubleshoot GE solutions, including UI, network, interoperability, data, visualization, and control systems.
• Manage caseloads, perform follow-ups, and communicate product issues for resolution.
• Adhere to quality processes and participate in on-call rotations. Willingness to travel to customer sites.

Qualifications:

All your information will be kept confidential according to EEO guidelines.