{"id":1000127,"url":"https://alion.io/job/power-factors-customer-technical-support-engineer-scada-and-ems","title":"Customer Technical Support Engineer (SCADA and EMS)","company":{"id":684563,"name":"Power Factors","domain":"powerfactors.com","url":"https://alion.io/company/powerfactors","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Athens, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":41000,"period":"year","method":"role_country_seniority_unknown","sample_n":29},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-11-11T15:49:53Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":19},"description":"ABOUT POWER FACTORS\nPower Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.*\nPower Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.\nWith deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.\n* Outside China and India\nABOUT THE ROLE\nThe Technical Support Engineer’s primary responsibility is to provide remote technical guidance to customers. This position directly involves troubleshooting hardware, software, and/or firmware to identify problems which prevent the customer’s data acquisition system (DAS) from functioning properly. The successful applicant will work collaboratively with local and remote team members, as well as interact on a regular basis with other company resources, experts and management located in various parts of the world. We are a global team providing top notch support to all Power Factor’s customers on a 7 x 24 basis.\nKEY RESPONSIBILITIES\nCustomer Support & Issue Management\nServe as the first point of contact for incoming support requests via phone, and ticketing systems.\nTriage, prioritize, and categorize issues based on severity, customer impact, and SLAs.\nCollect and document detailed issue information including symptoms, error messages, logs, and prior troubleshooting steps.\nCommunicate regularly with customers on ticket progress, updates, and resolution status.\nEnsure timely escalation of critical issues to appropriate internal teams (Tier 2/3, Engineering, Product, SCADA Delivery).\nOwn the issue lifecycle, from intake to resolution, coordinating internal collaboration as needed.\nTechnical Troubleshooting & Diagnostics\nTroubleshoot software, hardware, and network-related issues across SCADA/EMS systems and cloud infrastructure.\nIdentify and resolve data flow interruptions from remote SCADA sites into our SaaS platform.\nExecute diagnostic tests, apply configuration changes, and provide actionable solutions for known issues.\nCollaborate cross-functionally on complex problems involving firmware, network communications, field devices, and cloud integrations.\nCoordinate RMAs for hardware failures, ensuring compliance with warranty and repair policies.\nDocumentation & Knowledge Sharing\nMaintain accurate and up-to-date support tickets, including all troubleshooting actions, findings, and final resolutions.\nContribute to internal knowledge base articles, including FAQs, configuration guides, and repeat issue solutions.\nProvide feedback to engineering and product teams to improve product reliability, supportability, and usability.\nTeam Participation & Availability\nParticipate in a rotating on-call schedule to support customers outside of standard business hours.\nCollaborate with team members in regular standups, case reviews, and training sessions.\nQUALIFICATIONS REQUIRED\nWe believe you enjoy working in a purpose-driven organization and that you thrive in an environment where you need to find creative solutions to challenging problems in a fast-changing context. This also means that you are effective at managing multiple tasks of varying complexities, work well under pressure, and are driven by continuous learning and growth. Specifically, we are looking for someone with the following toolbox:\nBachelor’s degree or equivalent in Electrical Engineering, Renewable Energy, Computer Science, or a related technical field.\nProven experience (2+ years) in SCADA delivery, technical support, or a similar customer-facing role, particularly with SCADA systems in the renewable energy industry.\nStrong understanding of SCADA systems, network protocols, data acquisition, and remote monitoring technologies.\nFamiliarity with renewable energy sources, including solar, wind, and energy storage systems, is highly desirable.\nExcellent problem-solving skills and the ability to think critically under pressure.\nStrong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.\nAbility to work effectively in a fast-paced environment and manage multiple support requests simultaneously.\nExperience with ticketing systems and customer relationship management (CRM) tools is a plus.\nFlexibility and a strong customer service mindset.\nFamiliarity with photovoltaic system construction and terminology.\nExhibits a positive and professional attitude.\nPossesses a high level of organizational skills and the ability to multi-task.\nExperience in Linux systems is a plus.\nLIFE @ POWER FACTORS\nWe are an agile software development company - big enough to make an impact, but small enough to move quickly and execute in a growing industry. We are a team of bold and ingenious talents driven by results. We are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.\nWHY JOIN US\nBy joining the Power Factors team, you’ll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.\nWE ARE AN EQUAL OPPORTUNITY EMPLOYER\nPower Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. 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