Customer Solution Consultant, SCADA

Responsibilities

• Intake, triage, and own complex APM customer issues through to resolution within the support ticketing system
• Serve as a high-level escalation resource for the global Support team on technical platform issues
• Investigate platform problems by querying databases, analyzing data pipelines, and reviewing API integrations
• Engage customers directly via phone and video to diagnose issues in real time and guide them through solutions
• Collaborate with Product Managers and Developers to escalate bugs and provide actionable customer feedback
• Document technical solutions and build internal knowledge resources and troubleshooting playbooks

Requirements

• 5+ years in a technical customer-facing role (e.g., solutions engineering, technical support, or professional services)
• Strong data analysis skills with proficiency in writing SQL queries and working with large datasets
• Experience troubleshooting SaaS platforms, including API integrations and data pipelines
• Demonstrated ability to manage a personal caseload of customer issues while meeting SLA commitments
• Excellent written and verbal communication skills in English

Preferred Qualifications

• Experience in renewable energy, utilities, energy technology, or industrial IoT
• Familiarity with SCADA systems, asset performance management, or performance monitoring
• Experience working directly with Product and Engineering teams to resolve technical issues
• Exposure to Python, REST APIs, or scripting for data investigation
• Knowledge of data visualization tools such as Grafana, Tableau, or Power BI

About the Company

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive renewable energy management suites in the market. Managing 25% of the world’s renewable energy data, we empower stakeholders to optimize assets and make smarter decisions as the world transitions to clean energy.