Technical Support Software Engineering Coordinator - St. Louis, MO

Hubbell Incorporated•Solon, OH

9d•Hybrid

About The Position

We are seeking technical, self-motivated professionals to engage with Hubbell's Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. A successful Aclara Technical Support Software Engineering Coordinator develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary software products and related integrations to resolve customer issues or escalates to other internal groups. A critical component of this position is the ability to synthesize and assess data to understand that every customer interaction presents an opportunity to foresee and prevent other related issues in the future. This role will also work to understand various utility business needs, manager systems and integrations, along with leading software update projects. The technical support team is committed to treating our customers as long-term partners. This role is an integral part of that commitment and requires excellent communication skills, motivation to learn, and the drive to help others succeed - both internally and externally.

Requirements

Bachelor’s Degree in an Engineering/Technology field OR
Associate’s degree in an Engineering/Technology field with two years of related experience OR five years of related experience
2-years+ providing excellent customer interactions and technical support
2 years + experience within 3 or more of the following:
Microsoft Windows Server and UNIX/Linux operating systems
Microsoft Azure and /NET web applications and APIs
Oracle PL/SQL
Microsoft SQL Server T-SQL
Command Line, Powershell, SSH
Excellent written and verbal communication skills
Ability to communicate detailed technical information to an audience with various levels of technical understanding
Self-motivated and able to work effectively alone as well as part of a team

Nice To Haves

General knowledge of the power distribution system
Project coordination and time management skills
Experience with CT1, MF2, TCP/IP, SFTP, and other networking technology
Experience with server certificate maintenance
Experience using LogMeIn, Remote Desktop, and other remote session software
Experience with Logic Monitor system monitoring tools

Responsibilities

Perform system-level updates of Aclara's software products across one or more product lines
Collaborate internally with colleagues and management across local and remote departments to resolve issues and improve Aclara products
Manage end-to-end scheduling and communication with Customer during the update process and related projects
Keep Aclara-supported software on SaaS/Hosted systems updated to versions within contractual obligations
Troubleshoot software, server and database issues at design and operational levels
Review and maintain software update process documentation based on customer and Aclara development team requirements
Develop custom queries and analyze code within SQL Server and Oracle databases to identify and correct unexpected system performance
Use critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete and evolving information to drive issues to resolution
Enter and maintain information on customer issues in Aclara's CRM (including all applicable Hubbell systems)
Take ownership of customer issues and provide consistent updates and communication to customers through resolution
Understand the audience and communicate technical information to customers in various utility roles (e.g. field, office, management, executive)
Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
Support backup and recovery processes and efforts for Aclara customers
Perform initial installation and functionality testing on new versions of Aclara's software products
Perform firmware and configuration updates to Aclara’s products