The Role

This role is part of Power Factors' Customer Support organization. You will work in the ticket queue daily, owning and resolving complex customer issues - but you'll do it with a level of technical depth and consultative engagement that goes well beyond traditional support.

As a Customer Solution Consultant, you'll intake customer issues, investigate and resolve technical problems on the Unity APM platform, and serve as an escalation resource for our global Support team on APM-related tickets. You'll sit alongside the engineers who build Unity APM in our Montreal office, giving you direct access to the people and knowledge needed to solve the hardest customer challenges.

The difference between this role and traditional support is how you work: every customer interaction is an opportunity to diagnose the root cause, not just resolve the symptom. You'll bring technical curiosity and problem-solving rigor to the support queue while ensuring tickets move efficiently and customers experience fast, knowledgeable engagement.

What You'll Do

Ticket Queue & Customer Resolution

• Work in the support ticketing system daily - intake, triage, and own APM customer issues through to resolution
• Serve as an escalation resource for the global Support team - when the broader GCO team encounter APM issues beyond L1/L2 capability, you'll take ownership
• Manage a personal caseload of customer issues, maintaining SLA commitments on response time and resolution
• Engage customers directly via phone and video as the primary interaction model - diagnose issues in real time, explain findings, and guide customers through solutions
• Prioritize and manage your queue effectively, balancing urgent customer needs with thorough investigation

Comply and follow global support operational process for customer issue resolution.

Technical Investigation & Problem Solving

• Investigate platform issues by querying databases, analyzing data pipelines, reviewing API integrations, and reproducing customer-reported behavior
• Develop and maintain technical expertise on the Unity APM platform as it evolves - this product is in active development, and learning in real time is part of the job
• Document solutions, build internal knowledge resources, customer-facing knowledge articles and contribute to troubleshooting playbooks that help the broader Support team handle APM issues more effectively
• Develop and conduct training material and train other support members to increase knowledge on APM solution
• Cross-functional Collaboration & Product Feedback
• Collaborate with Product Managers and Developers to escalate bugs, validate fixes, and provide customer context that improves the product per defined L3S escalation process
• Identify patterns across customer issues and translate them into actionable feedback for Product - you'll be a key voice of the customer inside the engineering team
• Partner with Customer Success on accounts where adoption challenges or configuration issues are driving support volume

Who You Are

• Technically curious and persistent - you enjoy digging into complex problems, not just routing them to someone else
• Comfortable operating in customer support organization - you see working customer issues as the core of the job, not a distraction from it
• A strong communicator who can explain technical concepts to non-technical customers and translate customer pain into actionable engineering feedback
• Comfortable working across functions - you'll interact with Product, Engineering, Customer Success, and customers daily
• Self-directed and proactive - this is a new team and you'll help shape how it operates, not follow a pre-built playbook
• A fast learner who thrives in environments where the product and the problems evolve quickly
• Genuinely interested in renewable energy and the impact of the work
• Passion for delighting customers with best in class experience

Qualifications

Required:

• 5+ years in a technical customer-facing role - solutions engineering, technical support engineering, technical consulting, professional services, or similar
• Strong data analysis skills: comfortable writing SQL queries, working with large datasets, and using data to diagnose issues
• Experience troubleshooting SaaS platforms: API integrations, data pipelines, platform configuration, user workflows
• Demonstrated ability to manage a personal caseload of customer issues with SLA accountability - not just participating in resolution, but owning it
• Excellent written and verbal communication in English

Strongly Preferred:

• Experience in renewable energy, utilities, energy technology, or industrial IoT - understanding of asset management, SCADA systems, or performance monitoring is highly valuable
• Familiarity with asset performance management concepts: availability calculations, energy production metrics, alarm management, portfolio analytics
• Experience working directly with Product/Engineering teams to resolve customer issues

Nice to Have:
• Exposure to SCADA, OT networks, or telemetry systems
• Experience with data visualization tools (Grafana, Tableau, Power BI) or monitoring platforms
• Exposure to Python, REST APIs, or scripting for data investigation
• Background in technical training or customer enablement

Work Environment & Location

This role is based in our Montreal office, where you'll sit alongside Power Factors' APM Product and Engineering teams. The in-office environment is core to the role - the value of this position comes from the daily, informal collaboration with the people who build the product. You'll overhear conversations about upcoming releases, join impromptu troubleshooting sessions, and build relationships that make escalation paths faster and more effective than any ticketing system.
• In-office 5 days per week required[KP1]
• Flexible work-from-home options assessed based on performance and team needs after initial 12 months
• Standard business hours aligned with North American customers, with occasional flexibility/on-call cycle required

Why This Role

• You'll help build something new - this team doesn't exist yet, and you'll shape how it works from day one
• Direct impact on customer outcomes - the problems you solve directly improve how renewable energy assets perform
• Embedded with Product/Engineering - you won't be isolated in a support silo; you'll be part of the product development cycle
• Clean energy mission - Power Factors manages over 300 GW of renewable energy assets globally; the work matters
• Growth path - as the team scales, early hires will have opportunities to specialize, lead, and define the function
• Real ownership from day one - you'll carry your own caseload and see the direct impact of your work on customer outcomes