Customer Support Engineer - DERMS

Role- Customer Support Engineer - DERMSLocation - Edinburgh/Paris/Bucharest
Key Responsibilities:

• Deliver L2/L3 support for DERMS applications, integrations, and services.
• Monitor system availability, performance, and data flows between DERMS, grid control systems (SCADA, ADMS, EMS), and distributed energy resources.
• Investigate and resolve incidents, service requests, and escalations in alignment with SLA requirements.
• Conduct root cause analysis (RCA) and drive permanent fixes for recurring or high-severity issues.
• Support patching, upgrades, deployments, and system configuration changes.
• Collaborate with engineering and product teams to implement improvements in scalability, reliability, and cybersecurity.
• Maintain knowledge base articles, SOPs, and runbooks for effective issue resolution.
• Provide technical support for DERMS functions such as DER aggregation, forecasting, optimization, scheduling, and dispatch.
• Participate in 24x7 on-call rotation to handle priority incidents and ensure continuous system availability.
• Ensure adherence to ITIL processes for incident, problem, and change management

Required Qualifications:

• Bachelor's degree in Electrical Engineering, Computer Science, or related field (or equivalent work experience).
• 3+ years of experience in application support, energy management systems, or grid operations platforms.
• Strong understanding of DERMS functions, distributed energy resources (solar, wind, batteries, EVs), and grid operations.
• Proficiency with Linux/Unix administration, databases (SQL/Oracle/PostgreSQL), and APIs/integration tools.
• Solid troubleshooting skills across application, middleware, and network layers.
• Experience with monitoring tools (Splunk, Grafana, AppDynamics, etc.).
• Familiarity with SCADA, ADMS, EMS, OMS, or other grid management systems.
• Excellent communication and problem-solving skills to collaborate with customers and cross-functional teams

Preferred Skills:

• Prior experience supporting DERMS or other OT/IT grid management platforms.
• Knowledge of GridOS ecosystem and integration with DERMS.
• Exposure to cybersecurity standards (NERC CIP, ISO 27001, SOC2).
• Cloud/hybrid deployment experience (Azure, AWS).
• Certifications such as ITIL, Security+, or utility-specific systems training.
• Scripting/automation skills (Python, Bash, PowerShell) for operational efficiency

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