Support Engineer

ABOUT POWER FACTORS

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.*

Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

* Outside China and India

ABOUT THE ROLE

This role serves as the first point of contact for technical support, delivering exceptional service while triaging and resolving issues. Responsibilities include diagnosing complex L2/L3 network problems, documenting support interactions, and collaborating with internal teams to address recurring issues and improve products and processes.

Key Responsibilities

• Serve as the primary point of contact for all technical support inquiries, providing exceptional customer service.

• Perform initial triage and troubleshooting to quickly diagnose and resolve issues.

• Conduct in-depth network diagnostics to resolve complex L2 and L3 problems without requiring escalation to our network design team.

• Document all support interactions and resolutions meticulously in our ticketing system.

• Proactively identify recurring issues and collaborate with internal teams to improve our products and support processes.

Technical Skills & Qualifications

You will be responsible for a wide range of troubleshooting tasks, from initial checks to advanced diagnostics.

L1 Support Responsibilities

• Initial Triage: Act as the first point of contact, creating tickets, and gathering essential information from customers.

• Connectivity Checks: Verify basic network and physical connectivity. This includes checking if devices are connected according to the Port Mapping, confirming device power status, and identifying basic port status (notconnect, connected).

• Basic Configuration: Confirm device IP address, subnet mask, default gateway, and DNS/NTP server settings based on the IP mapping documentation.

• Reachability: Use basic command-line tools like ping to test device reachability.

• VPN: Confirm successful user enrollment in the 2FA platform used for VPN access.

L2 Troubleshooting & Advanced Diagnostics

• Hardware & Physical Layer (L1/L2): Conduct advanced diagnostics on the physical layer. This includes looking for CRC errors or noise in fiber optic cables, identifying faulty SFPs, and interpreting complex switch port statuses like suspended or err-disabled.

• Layer 2 Issues: Investigate and resolve issues using advanced tools and protocols. This includes:

• Checking the ARP and MAC address tables to trace devices and identify vendors.

• Using LLDP to discover neighboring devices.

• Verifying REP, LACP, and RSTP status to troubleshoot ring topology, port aggregation, and spanning tree protocol issues.

• Reviewing switch logs for L2 loops (MAC address flapping), port security events, and other errors.

• Checking stack members status and switch uptime to detect power outages.

• Layer 3 Issues: Conduct in-depth troubleshooting of network-level problems. This includes:

• Using advanced tools like Nmap to identify open ports and running services.

• Performing reachability tests across subnets with fping.

• Verifying routing paths using traceroute and identifying issues such as conflicting gateways.

• External Traffic Flows: Review existing Network Design Tickets to verify traffic flows and rule sets in case of a potential missing rule or misconfiguration.

Requirements

• A degree or diploma in a relevant field (e.g., Computer Science, IT, Network Engineering) or equivalent practical experience.

• Proven experience in a technical support or network administration role, preferably within an industrial or telecommunications environment.

• A solid understanding of the OSI model and core networking concepts.

• Hands-on experience with networking equipment (e.g., Cisco, Meraki, etc.) and command-line troubleshooting.

• Strong problem-solving skills with the ability to think critically and methodically under pressure.

Excellent written and verbal communication skills. 

LIFE @ POWER FACTORS

We are an agile software development company – big enough to make an impact, but small enough to move quickly and execute in a growing industry. We are a team of bold and ingenious talents driven by results. We are passionate about making the world a better place. We seek fierce and humble people to help us achieve our ambitious plan.

WHY JOIN US

By joining the Power Factors team, you'll be part of a dynamic group of innovative and driven individuals dedicated to making a positive impact. Every day, your work will directly contribute to advancing clean energy solutions and supporting global sustainability initiatives. Our culture runs deep and shows up in how we work together - committed, conscientious and collaborative. With many opportunities for professional growth, Power Factors is here to support your development as we lead the charge in transforming the energy industry.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Power Factors is an Equal Opportunity Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.