Customer Solution Consultant, SCADA

Power Factors • Burlington, VT

3d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• 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
• 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

Responsibilities

• 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.
• 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
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed