Technical Support Software Engineering Coordinator - Solon, OH or St. Louis, MO

Job Overview

We are seeking technical, self-motivated professionals to engage with Huubell's Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. A successful Aclara Technical Support Software Engineering Coordinator develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary software products and related integrations to resolve customer issues or escalates to other internal groups. A critical component of this position is the ability to synthesize and assess data to understand that every customer interaction presents an opportunity to foresee and prevent other related issues in the future. This role will also work to understand various utility business needs, manager systems and integrations, along with leading software update projects.  The technical support team is committed to treating our customers as long-term partners.  This role is an integral part of that commitment and requires excellent communication skills, motivation to learn, and the drive to help others succeed - both internally and externally. 

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A Day In The Life

• Perform system-level updates of Aclara's software products across one or more product lines 
• Collaborate internally with colleagues and management across local and remote departments to resolve issues and improve Aclara products
• Manage end-to-end scheduling and communication with Customer during the update process and related projects
• Keep Aclara-supported software on SaaS/Hosted systems updated to versions within contractual obligations
• Troubleshoot software, server and database issues at design and operational levels
• Review and maintain software update process documentation based on customer and Aclara development team requirements
• Develop custom queries and analyze code within SQL Server and Oracle databases to identify and correct unexpected system performance
• Use critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete and evolving information to drive issues to resolution
• Enter and maintain information on customer issues in Aclara's CRM (including all applicable Hubbell systems)
• Take ownership of customer issues and provide consistent updates and communication to customers through resolution
• Understand the audience and communicate technical information to customers in various utility roles (e.g. field, office, management, executive)

Additional Responsibilities:

• Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
• Support backup and recovery processes and efforts for Aclara customers
• Perform initial installation and functionality testing on new versions of Aclara's software products
• Perform firmware and configuration updates to Aclara’s products

What will help you thrive in this role?

 

Required:

• Education and Experience:
• Bachelor’s Degree in an Engineering/Technology field OR
• Associate’s degree in an Engineering/Technology field with two years of related experience OR five years of related experience

• 2-years+ providing excellent customer interactions and technical support
• 2 years + experience within 3 or more of the following:
  • Microsoft Windows Server and UNIX/Linux operating systems
  •  Microsoft Azure and /NET web applications and APIs
  • Oracle PL/SQL
  • Microsoft SQL Server T-SQL
  • Command Line, Powershell, SSH
• Excellent written and verbal communication skills
• Ability to communicate detailed technical information to an audience with various levels of technical understanding
• Self-motivated and able to work effectively alone as well as part of a team

Preferred:

• General knowledge of the power distribution system
• Project coordination and time management skills
• Experience with CT1, MF2, TCP/IP, SFTP, and other networking technology
• Experience with server certificate maintenance
• Experience using LogMeIn, Remote Desktop, and other remote session software
• Experience with Logic Monitor system monitoring tools

Physical Demands:

• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs

 

Hubbell Incorporated

 

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more