Customer Technical Software Support Engineer (Pasadena)

Customer Technical Software Support Engineer

About Us

Electric Power Group (EPG), headquartered in Pasadena, California, is the industry leader in Synchrophasor technology for real-time grid monitoring and analytics software. Our software solutions help electric utilities and grid operators prevent blackouts and keep power systems stable and reliable. With customers across the U.S., Europe, the Middle East, India, Latin America, and Australia, our solutions are trusted by some of the worlds most critical grid operators.

Job Description

The Customer Technical Software Support Engineer plays a crucial role in supporting customers with technical issues and ongoing use of EPGs software applications. The support engineer assists customers with :

IT infrastructure related questions and troubleshooting database, performance, access, connectivity

Software use navigation, how to, data, results

Proactive maintenance and system health reviews

The candidate will be responsible for interfacing with customers, understanding the issue, troubleshooting to find root cause, remediate, and resolve issues on a timely basis to ensure customer satisfaction. This role requires a strong technical background, excellent communication skills, and the ability to close out issues with customers in writing.

Key Responsibilities

• Monitor customer issues reported to EPG via Azure Dev Ops and other means.
• Timely respond to customers on resolution plan and timetable.
• Provide technical support via phone, email, video conferencing, chat, or in person.
• Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
• Escalate complex issues to the appropriate team or senior support staff when necessary.
• Document and track customer issues in a ticketing system.
• Collaborate with cross-functional teams, including development and quality assurance.
• Provide training to customers on effective use of the applications and features.
• Maintain a high level of professionalism and customer service while ensuring customer needs are met and questions are answered promptly.
• Improve customer support processes and procedures.
• Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.

Required Skills

Required Qualifications

Why Join Us?

Play a mission-critical role in safeguarding power grids.

Work in a collaborative environment where your expertise has direct, visible impact.

Shape the support function of a growing, globally respected company.

Compensation and Benefits

Market competitive.EPG is an Equal Opportunity Employer.EPG offers competitive compensation and provides the following benefits to full-time employees : Health Insurance Plans, 401(k) including Profit Sharing Match contribution, Life Insurance, Paid Time Off, Visa Sponsorship, Performance Bonus and Long-term Incentive.

For more information, visit : www.electricpowergroup.com .