Customer Support/Solution Consultant, SaaS

Customer Support/Solution Consultant, SaaS at Power Factors Customer Support/Solution Consultant, SaaS at Power Factors in Cambridge, Massachusetts Posted in 1 day ago.

Type:

full-time

Job Description:

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 The Ro le This role is part of Power Factors' Customer Support organization. You will work in the ticket queue daily, owning and resolving complex customer issues - but you'll do it with a level of technical depth and consultative engagement that goes well beyond traditional support. As a Customer Solution Consultant, you'll intake customer issues, investigate and resolve technical problems on the Unity APM platform, and serve as an escalation resource for our global Support team on APM-related tickets. You'll sit alongside the engineers who build Unity APM in our Montreal office or Boston office, giving you direct access to the people and knowledge needed to solve the hardest customer challenges. The difference between this role and traditional support is how you work: every customer interaction is an opportunity to diagnose the root cause, not just resolve the symptom. You'll bring technical curiosity and problem-solving rigor to the support queue while ensuring tickets move efficiently and customers experience fast, knowledgeable engagemen t. This job appears to be a Senior Technical Support / Application Performance Management (APM) Support Engineer role at Power Factors in Montreal , focused on supporting customers who use the company's renewable energy asset performance management platform. Core Responsibilities Own customer support tickets from intake through resolution. Act as the escalation point for complex APM issues beyond L1/L2 support.

Investigate technical issues involving:

SQL/database queries Data pipelines API integrations Platform configuration User workflows Work directly with customers via phone and video calls. Maintain SLA commitments and manage a personal case queue. Create knowledge-base articles, troubleshooting guides, and training materials. Train other support team members on APM-related issues. Collaborate closely with Product Managers, Engineers, Customer Success, and Support teams. Identify recurring customer problems and provide product feedback. Skills They're Looking For Required 5+ years in a technical customer-facing role such as: Technical Support Engineer Solutions Engineer Technical Consultant Professional Services Engineer Strong SQL and data analysis skills. Experience troubleshooting SaaS platforms. Experience owning customer issues through resolution. Excellent English communication skills. Strongly Preferred Renewable energy, utilities, industrial IoT, or energy technology experience.

Knowledge of:

Asset Performance Management (APM) SCADA systems Asset monitoring Energy production metrics Availability calculations Experience working directly with Product and Engineering teams. Nice to Have Python scripting. REST APIs. Grafana, Tableau, or Power

BI. SCADA/OT

network exposure. Technical training or enablement experience. Work Environment Based in Montreal . Primarily in-office (5 days per week initially). Collaboration with Product and Engineering is a major part of the role. Some future work-from-home flexibility may be available after the first year. Occasional on-call responsibilities. What Makes This Role Different This is not a traditional support role where tickets are simply routed elsewhere. The company is looking for someone who: Enjoys deep technical investigations. Owns problems end-to-end. Works closely with engineering. Influences product improvements. Is interested in renewable energy and customer outcomes. Ideal Candidate Profile A strong candidate would likely have: Technical support engineering experience. Advanced SQL skills. SaaS troubleshooting expertise. Customer-facing communication skills. Experience collaborating with developers. Some exposure to energy, industrial systems, telemetry, or monitoring platforms.