Customer Support Engineer - WAMS

Role:Customer Support Engineer - WAMSKey Skills/ Screening Questions
Detailed JD

• WAMS, Power Systems, EMS, DMS, SCADA, eterra
• Bachelor's degree in Electrical Engineering, Computer Science, or related field.
• Strong knowledge of Power Systems, SCADA/EMS/DMS, and Synchrophasor/PMU technology.
• Hands-on experience with WAMS software platforms (GE, Siemens, ABB, or similar).
• Experience in Linux/Windows server environments, networking, and databases (Oracle/SQL).
• Familiarity with real-time protocols (IEEE C37.118, ICCP/TASE.2, DNP3, IEC 61850).
• Strong problem-solving, analytical, and debugging skills.
• Excellent communication skills to interact with global customers and collaborate with cross-functional teams
• Provide L2/L3 customer support for WAMS applications, servers, and associated infrastructure.
• Diagnose, troubleshoot, and resolve incidents related to WAMS performance, connectivity, and data quality.
• Monitor real-time data flows and ensure integrity of phasor measurement unit (PMU) data across the grid.
• Support incident, problem, and change management processes in line with SLAs.
• Conduct root cause analysis (RCA) for critical issues and implement corrective actions.
• Assist customers with system upgrades, patches, and hotfixes deployment.
• Document technical solutions, prepare knowledge articles, and share best practices.
• Collaborate with product engineering and R&D teams for complex escalations.
• Provide customer training, workshops, and technical guidance to improve user adoption.
• Drive continuous service improvements to enhance reliability and reduce recurring incidents
• Ensure adherence to ITIL processes for incident, problem, and change management

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