Product Support Engineer

• Serves as a telematics product expert/subject matter expert and stays current with digital products and applications.
• Manages support cases to provide a secure, efficient customer experience for customers, dealers, and internal Client teams.
• Performs triage and troubleshooting; supports Tier 1 agents; identifies and investigates issues using basic testing, analysis, and application-failure review.
• Provides timely resolution and follow-up, formally documents issues, and communicates resolution status to dealers, customers, and internal support teams.
• Manages hand-ups and escalation paths, prioritizing requests according to service-level agreements.
• Serves as a primary point of contact for Tier 1 for supported lines of business.
• Supports continuous improvement and creates or updates self-service and Tier 1 knowledge articles for digital products and applications.
• Analyzes and develops customer-service representative training and customer self-service opportunities to improve customer experience and issue resolution.
• Supports digital product training, business-rule development and maintenance, and process-map validation and creation.
• Provides input to digital product and application support teams and may conduct occasional dealer or customer visits for urgent technical issues.
• Exceptional candidate experience may include Telematics, Product Link, VisionLink, Equipment Care Advisor (ECA), Energy & Transportation (E&T), Client Remote Asset Monitoring (RAM), Health and Equipment Insights (HEI), or Client Advanced Productivity (AP).
• Catalog experience level: 0-2 years.

Position’s Contributions to Work Group:

• Provides weekday night shift (Mon-Thu, 11 PM - 9 AM) coverage for the Tangent Energy Operations Center, a 24x7 center that monitors and controls customer energy assets - generators, battery energy storage (BESS), solar, energy management systems, and meters - across thousands of customer sites.
• Monitors regional electric markets in real time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedules/dispatches assets during peak, market-program, and weather events.
• Responds to asset alarms, troubleshoots hardware/software and communications issues, dispatches service technicians, and communicates with customers, partners, and markets.
• Supports customer onboarding by configuring sites and meters in the monitoring software, and produces internal/external reports (e.g., late/non-reporting meters).

Surrounding team & key projects / Purpose of this team:

• Part of Caterpillar Electric Power Division (EPD) / Tangent Energy Solutions. The operations center keeps customer assets available and performing, maximizes market/program revenue, and delivers high customer satisfaction through accurate, SOP-driven execution.
• Reason/motivation for request:
• Addition (Initial Engagement) - adds dedicated weekday night shift coverage (Mon-Thu, 11 PM - 9 AM) to strengthen 24x7 operations center staffing, including during peak, market, and weather events.

Why this Role?

• Hands-on exposure to real-time wholesale electricity markets and demand response programs across North America.
• Works directly with Client generator sets, battery energy storage, solar, and energy management systems in live operations.
• Builds marketable skills in remote asset monitoring, troubleshooting, dispatch, and energy management software.
• High-impact role - decisions on shift directly affect customer reliability, grid support, and program performance.
• Strong development path in the fast-growing distributed energy / microgrid space within Client.

Typical task breakdown:

• Shift turnover in/out - review open alarms, scheduled events, and notes from the prior shift.
• Continuously monitor asset status and regional market conditions; acknowledge and respond to alarms.
• Remotely schedule, start/stop, and control customer assets for peak, market, and weather events per client SOPs/MOPs.
• Troubleshoot communications, hardware, and software issues; dispatch service technicians and follow up by phone/email.
• Configure new sites/meters; run and distribute reports (e.g., late meters); log all activity in the shift record.

Interaction with team:

• Coordinates with on-shift operators and hands off to the day/mid shifts at turnover; escalates to the Energy Operations Center Manager as needed.
• Regular phone/email contact with customers, dealers’/service technicians, partners, and market operators.

Team Structure:

• Reports to the Energy Operations Center Manager; team of operators/analysts on fixed shifts providing 24x7 coverage.

Work environment:

• On-site operations center/control room, weekday night shift (Mon-Thu), fast-paced with high-pressure periods during events; requires independent judgment while following established procedures.

• Years of experience: 0-2 years in energy/utility operations, NOC/control room, dispatch, technical support, or a related environment.
• Degree requirement: High school diploma required; bachelor’s degree (engineering, energy, or related technical field) preferred but not required.
• Do you accept internships as job experience: Yes - energy, utility, or operations-center internships.
• Comparable titles/roles: NOC/Operations Analyst, Control Room Operator, Power/Utility Dispatcher, SCADA Operator, Energy Analyst, Demand Response Analyst, Remote Operations/BESS or Solar O&M Technician, 24x7 Technical Support Analyst.

Top 3 Skills:

• Real-time monitoring and troubleshooting of electrical assets and monitoring systems
• Clear, professional communication (phone and email) under pressure
• Disciplined execution of SOPs/MOPs with strong attention to detail

Additional Technical Skills (Required):

• Proficiency with MS Office, particularly Excel
• Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules

(Desired)

• Familiarity with ISO/RTO markets (PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and utilities (e.g., FirstEnergy, Eversource)
• Working knowledge of generators, BESS, solar, energy management systems, meters, and SCADA/remote monitoring

Soft Skills (Required):

• Customer focus and service excellence
• Problem solving and ability to shift priorities in real time
• Works independently on the weekday night shift while operating as part of a team

(Desired)

• Relationship management with customers, vendors, and peers
• Strong shift-turnover and documentation habits

Disqualifiers/Red Flags/Overqualifications:

• Unable to work fully on-site Mon-Thu, 11 PM - 9 AM; requires visa sponsorship (not available).
• Overqualified: senior engineering or management candidates seeking dayshift or leadership roles.

Performance indicators:

• Alarm response and dispatch timeliness; accuracy of event execution per SOP; complete, clear shift-turnover notes; on-time reports; customer feedback., Medical, dental, and vision coverage 401(k) retirement plan Voluntary benefits and insurance options Referral bonus opportunities Pre-tax commuter benefits