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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Engineer - **Company:** Harvey Nash - **Location:** Kennett, MO, United States - **Experience:** Starter - **Salary:** $41,600.0 - $52,000.0 - **Contract:** Internship / Graduate position - **Skills:** Microsoft Excel, Monitoring of Systems, Supervisory Control and Data Acquisition (SCADA), Microsoft Office, Software Engineering - **Published:** October 26, 2026 - **Apply:** https://careers.harveynashusa.com/jobsearch/job-details/product-support-engineer-8493-1/ ## About the Role * 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 ## Description * 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.