Support Engineer

The Support Engineer is part of the Network Operations Team that monitors and ensures uptime of KORE’s Energy Storage Systems and Battery Products. The Support Engineer is a key contributor to the Customer Support Process and works with cross functional Engineering teams to support optimized performance, control and automation aspects of the systems.

This role requires problem solving and troubleshooting of complex issues including coordination and delivery of Customer Support. This position also contributes to Process Improvement and Documentation. The ideal candidate will possess a desire to ensure optimal operation of Energy Storage Systems and is ideally suited to an individual with Customer Support experience and an understanding of Electrical and Controls Engineering.

Essential Functions and Responsibilities

· Resolution of Escalated Customer Support Issues

· Management of Support Tickets

· Support Process Improvement

· Review of Historical Data Trends

· Automation of Monitoring and Issue Tracking

· Coordination across Multiple Departments

· Identification of Root Cause Troubles

· Analysis of Large Data Sets

· Documentation and Review

· Usage and Training of System HMIs

Qualifications

The ideal candidate will possess the following knowledge, skills, and abilities:

· Experience with operation of Energy Storage Systems across multiple Engineering disciplines

· Ability to respond quickly to ensure the best Customer Experience

· Ability to read and understand blueprints, drawings, and schematics.

· Proficiency in processing historical data to identify root cause.

· Use of Linux-based operating systems.

· Familiarity with MySQL and other databases.

· Experience with Cloud Computing.

· Communication and Networking protocols, including TCP/IP, Modbus, and CANbus.

· Familiarity with office productivity software, including MS Word, Excel & PowerPoint.

· Team player with a desire and willingness to learn.