Uplight is the market-leading customer engagement, enrollment, and load flexibility platform for energy utilities. Uplight’s platform connects people, products, services, and other platforms to the energy grid and each other to power the clean energy transition, accelerate decarbonization, reduce costs, and positively impact communities.

The Position

As the Customer Support Engineer, you will join the Grid Solutions Client Support team, which is a fast paced, results-oriented, hands-on group focusing on delivering end-to-end business and technical support to Uplight’s clients.

The Customer Support Engineer is a cross-functional technical and thought-leader. You will be working closely with our Client Success team, and directly with our clients, to help ensure that the business value generated by Uplight support is clearly documented, tested and fully realized, and that we’re building the highest value features to help our clients navigate along their path into a smarter energy ecosystem and asset monetization.

This role involves an ability to think strategically, be highly organized, and be able to dive into technical depths of our product, while being able to clearly communicate and help set expectations to our clients. This role will report to the Senior Manager - Grid Solutions Client Support.

Responsibilities & Skills

You should:

Be a Product expert of the Uplight Flex product.
Manage the customer escalations and interact with the clients to address the tickets raised by the customer.
Learn the platform and the processes to deliver on the expectations of the clients.
Find the repeated tasks and do the process automation for the team to be more effective.
Be flexible in terms of managing the clients based on different shifts which may change based on the region you will be working for.

Communicate and Delegate effectively for others to quickly pick up on the tasks.
Provide technical support to Uplight customers and stakeholders via multiple channels, including; ticketing system, telephone, email and remote access.
Perform Level 1 troubleshooting in order to resolve support inquiries and escalations. Troubleshoot and resolve complex technical problems reported by our custom
Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
Deliver product fixes and patches to customers.
Document problem solutions in the company knowledge base.
Take ownership of technical issues and engage other teams as necessary to resolve advanced issues including the opening of bug requests and tracking their resolution with Engineering.

Required Skills:

BE/BCA with a minimum of 4+ years in customer service or support experience with a technology entity.
Basic Knowledge on Cloud technologies, Python programming skills, Networking.
Knowledge on Energy Background is a plus.
SCADA Experience is a plus.
Great communication skills both written and verbal in English and a sense of urgency and diplomacy in all interactions.
Provide 24x7 on-call support via rotational schedule (US Shift 9PM - 5AM) IST (including weekends).

Qualifications

Bachelor's or Master's degree in Engineering, or a related field.

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, caste, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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