Product Support Engineer

Payrate: $24.00 - $25.00/hr
 
Position’s Contributions to Work Group:

• Provides weekday night shift (Mon–Thu, 11 PM – 9 AM) coverage for the Tangent Energy Operations Center, a 24x7 center that monitors and controls customer energy assets – generators, battery energy storage (BESS), solar, energy management systems, and meters – across thousands of customer sites.
• Monitors regional electric markets in real time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedules/dispatches assets during peak, market-program, and weather events.
• Responds to asset alarms, troubleshoots hardware/software and communications issues, dispatches service technicians, and communicates with customers, partners, and markets.
• Supports customer on-boarding by configuring sites and meters in the monitoring software, and produces internal/external reports (e.g., late/non-reporting meters).

 
Typical task breakdown:

• Shift turnover in/out – review open alarms, scheduled events, and notes from the prior shift.
• Continuously monitor asset status and regional market conditions; acknowledge and respond to alarms.
• Remotely schedule, start/stop, and control customer assets for peak, market, and weather events per client SOPs/MOPs.
• Troubleshoot communications, hardware, and software issues; dispatch service technicians and follow up by phone/email.
• Configure new sites/meters; run and distribute reports (e.g., late meters); log all activity in the shift record.

 
Education & Experience Required:

• Years of experience: 0-2 years in energy/utility operations, NOC/control room, dispatch, technical support, or a related environment.
• Degree requirement: High school diploma required; Bachelor’s degree (engineering, energy, or related technical field) preferred but not required.

 
Top 3 Skills:

• Real-time monitoring and troubleshooting of electrical assets and monitoring systems
• Clear, professional communication (phone and email) under pressure
• Disciplined execution of SOPs/MOPs with strong attention to detail

 
Additional Technical Skills:

• Proficiency with MS Office, particularly Excel
• Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules
• Familiarity with ISO/RTO markets (PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and utilities (e.g., FirstEnergy, Eversource)
• Working knowledge of generators, BESS, solar, energy management systems, meters, and SCADA/remote monitoring

 
Soft Skills:

• Customer focus and service excellence
• Problem solving and ability to shift priorities in real time
• Works independently on the weekday night shift while operating as part of a team

 
Pay Transparency: The typical base pay for this role across the U.S. is: $24.00 - $25.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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