Location: 1401 Enclave Parkway, Suite 475, Houston, TX 77077
Position Title: Power System Support Engineer
Hours: Monday - Friday, 8:00 am to 5:00 pm, 40 Hours/Week
Summary of Duties: Be first point of contact for customers, by assisting with their product queries. Assess the severity and urgency of the queries, determine the action plan, and initiate the resolution. Work with customers to resolve fundamental software issues with Siemens' cloud offering. Shepard the resolution through subject matter experts, application owners, trainers, or other technical resources as needed. Prioritize, research, diagnose, troubleshoot, and resolve product issues within the defined service level agreements (SLAs). Coordinate and communicate with different teams and follow standard procedures to escalate unresolved issues to appropriate internal departments. Act as customer advocate at Siemens and liaise with R&D/Product Management to ensure that customers receive the appropriate level of service in a timely manner. Enhance the FAQ library to add knowledge articles to aid quick responses and self-service. Responsible for after-hours critical support. Prioritize, research, diagnose, troubleshoot, and resolve the customer submitted product issues within the defined SLAs. Hybrid work permitted. Must report into Houston, TX office 1 day/wk.
Qualifications: The position requires a Bachelor's degree in Electrical Engineering, Electrical Power Systems Engineering, or a related field and two (2) years of experience in the job offered, or as a DevOps Engineer, Software Developer, or an acceptable alternate occupation. Alternately, employer will accept a Master's degree in Electrical Engineering, Electrical Power Systems Engineering, or a related field and zero (0) years of experience. The position requires experience with the following: Practical experience in using advanced power systems analysis tools; Experience with PSS®E, PSS ODMS, PSS Sinical, MOD/NMM, PSCAD, PSLF, or APA/CAPE; Knowledge of transmission system planning or operations, with experience in analyzing power flow, short circuit, transient stability, and electromagnetic transients; Knowledge of electrical system modeling as it pertains to dynamic system studies; Programming and scripting languages, such as Fortran or Python; Experience in distribution planning or production costing; Experience in a customer-facing technical support role and Customer support platforms, such as Freshdesk; Experience setting up analytical reports and dashboards for customer service KPIs. Experience can be gained currently or through a graduate degree program. Hybrid work permitted. Must report into Houston, TX office 1 day/wk.
