Technical Solutions Analyst

Pason Systems Corp; Jensen Beach (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Energy Toolbase is seeking a Customer Support Representative to serve solar developers and energy professionals, providing high-level technical assistance to maximize platform value. You will guide users through modeling and simulation, resolve rate analysis issues, manage cases in Salesforce, and help ensure data uploads and reliability of interval data.

The role emphasizes proactive problem-solving, clear communication, and collaboration with product and support teams to improve the platform

Qualifications

• Excellent written and verbal communication across email, chat, and phone.
• SaaS platform experience with Salesforce for case management.
• Basic knowledge of solar industry concepts like net-metering and storage.
• Strong Excel/CSV data handling and web performance troubleshooting.
• Analytical mindset for solving complex utility rate math and simulations.

Responsibilities

• Guide users through end-to-end solar + storage proposal modeling and simulation.
• Resolve discrepancies in utility rate schedules and ensure correct avoided cost calculations.
• Own the intake and triage process within Salesforce, ensuring tickets are categorized, prioritized, and documented.
• Support users in uploading and formatting interval data (Green Button, 15-minute, or hourly).
• Test and reproduce software issues, documenting steps to help the engineering team.
• Provide regular feedback on user pain points to help shape the Energy Toolbase roadmap.
• Maintain global rate schedules in the platform to ensure current tariff data.

Skills

Strong communication

Technical aptitude

Industry knowledge

Data proficiency

Analytical mindset

Education

Renewable energy / engineering background

Tools

Salesforce

Job description

Role Summary:
As a Customer Support Representative at Energy Toolbase, you are the frontline expert helping solar developers and energy professionals maximize the value of our platform. You will provide high-level technical assistance, ensuring users can accurately simulate project economics, analyze utility rates, and deploy energy storage systems.

Key Responsibilities:

• Modeling & Simulation Troubleshooting: Guide users through the end-to-end process of creating solar + storage proposals. Troubleshoot why specific financial or performance results are appearing, ensuring the platform's logic aligns with the user's project goals.
• Utility Rate Analysis: Investigate and resolve discrepancies in utility rate schedules. This includes verifying global rate data, explaining net-metering configurations, and helping users apply the correct "avoided cost" calculations.
• Case Lifecycle Management: Own the intake and triage process within Salesforce . Ensure every ticket is categorized correctly, prioritized by urgency, and documented with detailed steps taken toward resolution.
• Interval Data Scrubbing: Support users in uploading and formatting large sets of interval data (Green Button, 15-minute, or hourly data). Identify and fix formatting errors in CSV/Excel files that prevent successful data visualization.
• Bug Identification & Reproduction: When a software anomaly is reported, perform testing to replicate the issue, and document reproduce steps.
• Feature Advocacy: Monitor common user pain points and feature requests, providing regular feedback to the Tier 2 team to help shape the Energy Toolbase roadmap.
• Global Rate Database Maintenance: Research, update, and activate global utility rate schedules within the platform to ensure users have access to the most current and accurate tariff data.

Required Skills & Qualifications:

• Strong Communication Skills: Exceptional ability to communicate technical information clearly and professionally throughemail, live chat, and phone calls. Exceptional ability to explain technical modeling concepts and financial metrics to both technical and non-technical stakeholders.
• Technical Aptitude: Strong background in SaaS platforms; experience withSalesforceto manage customer interactions.
• Industry Knowledge: Basic understanding of the solar industry, including PV system performance, net-metering policies, and energy storage basics.
• Data Proficiency: Ability to work with Excel/CSV files and diagnose web-app performance issues.
• Analytical Mindset: A proactive approach to problem-solving, particularly when dealing with complex utility rate math or performance simulations.

Preferred Experience:

• Previous experience usingEnergy Toolbaseor similar solar modeling software (e.g., Helioscope, Aurora Solar).
• Educational background in Renewable Energy, Environmental Science, or Engineering.
• Knowledge of solar financing structures, including Power Purchase Agreements (PPAs), leases, andfederal/state incentives (ITC/SGIP).

Please note this is not a programming or computer science position.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.