Fleet Operations Specialist, Energy Storage

Verse • San Francisco, CA

11d • Remote

About The Position

Verse is hiring a Fleet Operations Specialist to monitor and support its growing fleet of IoT-connected battery energy storage systems operating under demanding availability SLAs. Working West Coast hours, the specialist will provide first-line daytime and evening support, monitor fleet health, assist with site commissioning and platform migrations, troubleshoot issues, and coordinate escalations with engineering, data science, product, BizOps, vendors, and the customer’s NOC team. The role is the first hire in this function at Verse and will help establish operational playbooks as new sites migrate onto Verse’s battery management platform.

The position combines NOC operations with hands-on support for newly commissioned sites. The specialist will monitor uptime, connectivity, and telemetry; track availability against SLA targets; triage incidents; and work through structured troubleshooting procedures. The role also includes customer communications, documentation, incident handoffs, root-cause analysis support, and identifying opportunities to automate recurring support work. Once trained, the specialist will join the after-hours on-call rotation for critical incidents. The listed support schedule is 10:00 AM–6:00 PM PT, with occasional evenings and weekends as part of on-call coverage.

Verse describes the position as fully remote and offers competitive compensation and an equity grant, comprehensive benefits, flexible hours, and unlimited PTO.

Requirements

• 3–5 years of experience in a technical support, NOC, field service, or IT operations role.
• Strong written and verbal communication skills for communicating with enterprise customers during incidents.
• Working knowledge of networking fundamentals, including IP addressing, VPNs or tunneling, connectivity diagnostics such as ping and traceroute, port checks, and common failure patterns.
• Ability to read and interpret software logs, system status outputs, and basic telemetry data to form diagnostic hypotheses.
• Strong organization and a process-oriented approach, including following and documenting checklists and improving them when needed.
• Ability to work independently and make sound decisions in a fast-moving environment, particularly during incident windows when much of the team is offline.
• Genuine interest in energy and battery storage, and willingness to learn how battery dispatch, tariffs, and grid programs affect system behavior.
• Willingness to participate in an on-call rotation for critical incidents, including occasional evenings and weekends.

Nice To Haves

• Prior energy industry experience.
• Experience in a NOC, data center operations, or infrastructure monitoring role.
• Familiarity with IoT systems, SCADA, or industrial control software.
• Exposure to energy storage, solar, or grid-connected hardware systems.
• Experience with site commissioning, field deployment, or system cutovers and migrations.
• Scripting experience with Python, Bash, or SQL to automate routine checks.
• Experience building knowledge bases or using AI tools to streamline support workflows; familiarity with Knowledge-Centered Service is a plus.
• Coursework or certification in networking, systems administration, or IT.
• Experience supporting or interfacing with software engineering teams on bug reproduction and escalation.

Responsibilities

• Monitor real-time health, uptime, connectivity, and telemetry across Verse’s battery fleet.
• Track site-level and fleet-wide availability against SLA targets and help build SLA dashboards and KPI trackers.
• Log anomalies and tune alerting logic and thresholds to reduce alert noise and improve detection.
• Onboard new sites to the platform, including site details, tariffs, program enrollments, and meter and asset topology.
• Validate configurations and automated checks during software cutovers.
• Coordinate sign-off and manual testing with the customer’s NOC before automated optimization goes live.
• Capture lessons learned from migration batches and improve the commissioning process.
• Serve as a customer-facing first point of contact during the specified support window.
• Triage Sev 1–4 issues in Linear, meet response SLAs, and provide structured hourly updates on critical incidents.
• Join the after-hours on-call rotation as the first page for Sev 1 incidents after training.
• Remotely access site controllers and troubleshoot versions, connectivity, logs, configurations, and autonomous operation using a structured playbook.
• Distinguish hardware, software, and optimization issues; resolve issues within scope and escalate others with a complete handoff package.
• Coordinate with Engineering, Data Science, Energy Storage SMEs, Product, and vendors as needed, and follow up on OEM and vendor tickets.
• Maintain runbooks, SOPs, response templates, and handoff templates.
• Build a knowledge base from resolved tickets and identify opportunities to automate recurring issues.
• Support root-cause analyses and the monthly performance report with BizOps.
• Flag patterns for the Risk Register and identify repetitive tasks for scripting or automation.

Benefits

• Competitive compensation and equity grant.
• Comprehensive benefits package, including medical, dental, and vision insurance, and 401k.
• Flexible hours.
• Fully remote position.
• Unlimited PTO.
• Diverse and inclusive working environment.

What This Job Offers

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