Product Support Engineer/Technical Support Analyst (ISO/RTO markets) - 233

Night Shift: Monday – Thursday, 11:00 PM – 9:00 AM (4 x 10-hour shifts, 40 hrs/wk).

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 on-boarding by configuring sites and meters in the monitoring software, and produces internal/external reports (e.g., late/non-reporting meters).

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.

Education & Experience Required:

- 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