We have a future to create. So join Aclara, as we harness science and engineering to make a difference. We're at the intersection of communications, data technology, energy, and national resource engineering.
Our 800 energy and utility customers across the globe ask us to solve complex challenges from making the power grid smarter, to delivering clear water, to empowering their customers to conserve energy. We're a hardware, software and network engineering company building new solutions to hard problems. We're big data gurus and in-the-field problem solvers.
Sound like your kind of challenge? Then join us.
We offer competitive benefits such as medical, dental, and vision care, flex spending, 401k, tuition reimbursement, vacation, holiday & personal time, and we are committed to diversity and to our veterans.
The Technical Support Engineer will engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail but extends well-beyond simply that. The Aclara Technical Support Engineer gains a deep understanding of the capabilities and operation of many of Aclara's proprietary products and not only resolves immediate Customer issues, but understands that every Customer interaction presents an opportunity to foresee and prevent potential future issues. The Aclara Technical Support Engineer will also work to understand various utility business needs and develop innovative solutions using our standard products to satisfy these needs. We treat our Customers as long-term partners and this position requires excellent communication skills, the motivation to learn and the drive to help others succeed - both externally and internally to Aclara.
Enter and maintain information on Customer issues in Aclara's CRM.
Use troubleshooting skills that enable using incomplete information to take proper steps to drive issues to resolution.
Utilize Knowledge-Centered Support practices to contribute and maintain content within Aclara's knowledgebase.
Understand the audience and communicate technical information to Customers in varying utility positions.
Work within SQL Server and Oracle databases by creating custom queries and analyzing code and its output for unexpected behavior.
Create custom scripts and basic tasks within Microsoft Windows operating systems for software workarounds and troubleshooting purposes.
Understand and troubleshoot hardware and firmware issues at an operational level.
Understand and troubleshoot TCP/IP, radio and serial communication links.
Work internally with colleagues and management across departments to resolve issues and work to improve Aclara products.
Assist customers with on-site support during the initial startup and deployment phase of their systems.
Provide training as necessary to internal and external customers.
A minimum of a Bachelor's degree in Engineering or related technical field of study is required; in lieu of a Bachelor's degree, an Associate's degree in engineering or a technology-related field with 3+ years' experience will be considered.
One or more years of Customer interfacing experience and technical support, as well as general knowledge of the power distribution system.
Must have experience with Microsoft products (Windows Operating Systems, Office applications); Oracle PL/SQL; UNIX/Linux.
Excellent written and verbal communication skills including the ability to communicate detailed technical information to an audience with various levels of technical understanding.
The ability to operate in a fast-paced atmosphere.
Ability to travel up to 50% to Customer sites for system startups, issue resolution and general training as-needed.
The ability to be available 24/7 on-call as-needed and when scheduled.
General knowledge of the power distribution system.
Aclara understands that a quality team will help us lead the way. We provide an environment that supports professional growth and opportunity for advancement, and as such, we offer advanced training for specialties! If you would like to be considered for this outstanding opportunity, please apply online. Applicants must be lawfully authorized to work in the US. Affirmative Action and Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.