Power System Support Engineer

Location: 1401 Enclave Parkway, Suite 475, Houston, TX 77077

About the role

Be the first point of contact for customers, assisting with product queries. Assess severity and urgency, determine action plans, and initiate resolution. Work with customers to resolve fundamental software issues with Siemens’ cloud offering, coordinating with subject matter experts, application owners, trainers, or other technical resources as needed. Provide after-hours critical support.

Responsibilities

• Prioritize, research, diagnose, troubleshoot, and resolve product issues within defined service level agreements (SLAs).
• Coordinate and communicate with different teams, following standard procedures to escalate unresolved issues to appropriate internal departments.
• Act as a customer advocate at Siemens, liaising with R&D/Product Management to ensure timely and appropriate service.
• Enhance the FAQ library by adding knowledge articles to aid quick responses and self-service.

Requirements

• Bachelor’s degree in Electrical Engineering, Electrical Power Systems Engineering, or a related field and two (2) years of experience in the job offered, or as a DevOps Engineer, Software Developer, or an acceptable alternate occupation. Alternatively, a Master’s degree in the same fields with zero (0) years of experience.
• Practical experience using advanced power systems analysis tools (e.g., PSS®E, PSS ODMS, PSS Sinical, MOD/NMM, PSCAD, PSLF, or APA/CAPE).
• Knowledge of transmission system planning or operations, including power flow, short circuit, transient stability, and electromagnetic transients analysis.
• Experience with electrical system modeling for dynamic system studies.
• Proficiency in programming and scripting languages, such as Fortran or Python.
• Experience in distribution planning or production costing.
• Experience in a customer-facing technical support role and with customer support platforms, such as Freshdesk.
• Experience setting up analytical reports and dashboards for customer service KPIs.
• Hybrid work permitted; must report to the Houston, TX office 1 day per week.

Schedule

Monday – Friday, 8:00 am to 5:00 pm, 40 hours per week.