Customer Support Engineer

DNV Germany Holding GmbH; Norge (OK); Hybrid; USD 60,000 - 90,000; Full time

Job summary

GreenPowerMonitor, a DNV company, is seeking a Customer Support Engineer to be the go-to expert for customers worldwide. You will provide technical support on our cloud solutions for renewable energy assets and manage large sites with global stakeholders.

You will join the Mexico team and collaborate with the Customer Success group across Europe, the US, Chile, Japan, and Australia. The role is hybrid, reporting to the Mexico City office, with a three-day-per-week on-site schedule.

Qualifications

• Experience providing technical support to customers.
• Strong written and verbal communication skills.
• Familiarity with cloud-based platforms and analytics.
• Ability to coordinate across cross-functional teams to resolve incidents.

Responsibilities

• Build and maintain long-term relationships with key customers.
• Manage customer requests and incidents and coordinate with internal teams to resolve them.
• Provide technical assistance through emails and calls.
• Suggest improvements to GPM platforms based on customer feedback.
• Detect errors and support quality improvements.
• Manage internal documentation and analyze data.

Skills

Customer support

Technical communication

Cloud platforms

Incident management

Tools

GPM Portal

GPM Plus

GPM SCADA

Job description

GreenPowerMonitor, a DNV company, is at the heart of global energy transformation. We utilize data-driven digital solutions to optimize the performance of renewable energy installations worldwide. Our work contributes to a more diverse, more sustainable global energy mix.

Are you passionate about providing technical support to customers and helping them turn their challenges into success stories? Can you envision yourself as the go-to expert for clients, ensuring their satisfaction at every step? Then, embrace this opportunity to work with cutting-edge technologies in the renewable energy industry. Join us as a Customer Service Engineer. Together, we can drive a greener tomorrow!

You will join Cloud Solutions, where we design, develop, and operate the best-in-class cloud-based platform for renewable energy assets such as wind, solar, and storage. Our expertise lies in delivering modular digital solutions and advanced analytics, enabling both our internal and external customers and strategic partners to seamlessly consume and produce innovative data-driven solutions and services. Our goal is to empower asset owners and managers in remote monitoring, performance assessment, predictive diagnostics, and operational optimization of their diverse renewable energy portfolio.

What to expect?

As a Customer Support Engineer, you will act as the primary contact for our customers worldwide, providing technical support on our cloud solutions designed to monitor renewable energy assets. You will manage different key customers, with large renewable energy sites critical to GPM.

This is an exciting opportunity to build a global network, as you will be joining our Mexico team and coordinating with the rest of the Customer Success team based in Europe, the US, Chile, Japan, and Australia.

This role will report to our DNV office in Mexico City, MX. We present a dynamic hybrid schedule, where employees typically spend three (3) days per week working from a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process.

What You’ll Do

• Build and maintain long-term relationships with key customers (main stakeholders)
• Manage the requests and incidents reported by customers and coordinate with cross-functional internal teams to deliver a solution
• Provide technical assistance through emails and calls
• Suggest improvements in the GPM platforms (GPM Portal, GPM Plus, GPM SCADA) on the new features that the product should have
• Detect errors and support the improvement of quality
• Manage internal documentation and analyze data