Technical Support Engineer - St. Louis, MO

Position Overview

The Technical Support Engineer will engage with Aclara's Customers in the water, gas and electric utility space to ensure that they have a great experience with Aclara and realize success with our products. At a core-level, this involves meeting service-level agreements by communicating with Aclara Customers on their support cases opened via our Customer portal, phone, and e-mail but extends well beyond.

The Technical Support Engineer gains a deep understanding of the capabilities and operation of many of Aclara's proprietary products and not only resolves immediate Customer issues, but understands that every Customer interaction presents an opportunity to foresee and prevent potential future issues. The Technical Support Engineer will also work to understand various utility business needs and develop innovative solutions using our standard products to satisfy these needs. Aclara treats our Customers as long-term partners and this position requires excellent interpersonal skills, the motivation to learn and the drive to help others succeed.

Duties and Responsibilities

• Enter and maintain information on Customer issues in Aclara's CRM.
• Use troubleshooting skills that enable using incomplete information to take proper steps to drive issues to resolution.
• Apply Knowledge-Centered Support practices to contribute and maintain content within Aclara's knowledge base.
• Understand the audience and communicate technical information to Customers in varying utility positions.
• Work within SQL Server and Oracle databases by crafting custom queries and analyzing code and its output for unexpected behavior.
• Build custom scripts and basic tasks within Microsoft Windows operating systems for software workarounds and troubleshooting purposes.
• Understand and troubleshoot hardware and firmware issues at an operational level.
• Understand and troubleshoot TCP/IP, radio and serial communication links.
• Work internally with colleagues and management across departments to resolve issues and work to improve Aclara products.
• Assist customers with on-site support during the initial startup and deployment phase of their systems.
• Provide training as vital to internal and external customers.

Skills and Experience

• One or more years of Customer interfacing experience and technical support.
• Experience with Microsoft products (Windows Operating Systems, Office applications); Oracle PL/SQL; UNIX/Linux.
• Excellent written and verbal communication skills including the ability to communicate detailed technical information to an audience with various levels of technical understanding.
• The ability to operate in a fast-paced atmosphere.

Preferred:

• General knowledge of the power distribution system.

#LI-EC1

Education