Customer Support Engineer - DERMS

Role - Customer Support Engineer - DERMS Location - Edinburgh / Paris / Bucharest Key Responsibilities : Deliver L2 / L3 support for DERMS applications, integrations, and services. Monitor system availability, performance, and data flows between DERMS, grid control systems (SCADA, ADMS, EMS), and distributed energy resources. Investigate and resolve incidents, service requests, and escalations in alignment with SLA requirements. Conduct root cause analysis (RCA) and drive permanent fixes for recurring or high-severity issues. Support patching, upgrades, deployments, and system configuration changes. Collaborate with engineering and product teams to implement improvements in scalability, reliability, and cybersecurity. Maintain knowledge base articles, SOPs, and runbooks for effective issue resolution. Provide technical support for DERMS functions such as DER aggregation, forecasting, optimization, scheduling, and dispatch. Participate in 24x7 on-call rotation to handle priority incidents and ensure continuous system availability. Ensure adherence to ITIL processes for incident, problem, and change management Required Qualifications : Bachelor's degree in Electrical Engineering, Computer Science, or related field (or equivalent work experience). 3 years of experience in application support, energy management systems, or grid operations platforms. Strong understanding of DERMS functions, distributed energy resources (solar, wind, batteries, EVs), and grid operations. Proficiency with Linux / Unix administration, databases (SQL / Oracle / PostgreSQL), and APIs / integration tools. Solid troubleshooting skills across application, middleware, and network layers. Experience with monitoring tools (Splunk, Grafana, AppDynamics, etc.). Familiarity with SCADA, ADMS, EMS, OMS, or other grid management systems. Excellent communication and problem-solving skills to collaborate with customers and cross-functional teams Preferred Skills : Prior experience supporting DERMS or other OT / IT grid management platforms. Knowledge of GridOS ecosystem and integration with DERMS. Exposure to cybersecurity standards (NERC CIP, ISO 27001, SOC2). Cloud / hybrid deployment experience (Azure, AWS). Certifications such as ITIL, Security, or utility-specific systems training. Scripting / automation skills (Python, Bash, PowerShell) for operational efficiency