Product Support Engineer (# 8493)

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.

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).

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.

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.

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.

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.

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

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.

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

Proficiency with MS Office, particularly Excel

Ability to quickly learn and retain monitoring/energy management software and multiple electric market rules

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

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

Relationship management with customers, vendors, and peers

Strong shift-turnover and documentation habits

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.

Alarm response and dispatch timeliness; accuracy of event execution per SOP; complete, clear shift-turnover notes; on-time reports; customer feedback.