Support Manager/Sr. Support Engineer

Company Description

Customized Energy Solutions (CES) is a leading service provider of market intelligence and operational support services to companies participating in the retail and wholesale electric and natural gas markets. Utilizing deep know-how developed since the inception of the deregulated energy markets, CES provides accurate and timely analysis on regulatory changes, market opportunities, and operational efficiencies for electricity and natural gas commodities.

CES Consulting is at the forefront of the energy transition powered by newer technologies like stationary energy storage, Distributed Energy Resources (DERs), Long Duration Energy Storage (LDES), Vehicle-to-Grid (V2G) and Green Hydrogen. We offer an industry leading range of consulting services to project developers, IPP’s investors, technology companies, utilities and market participants to understand the evolving market rules, quantify the impacts and discover the value proposition of new technologies. With a presence across all north American competitive markets, the CES Consulting team has provided consulting services to over 14 GWh of advanced energy storage resources globally. The insights garnered from CES’s managing the day-to-day operations of over 29,000MW of generating assets and over 1,100 MW of energy storage facilities in the RTO/ISO markets set our consulting services apart from our competitors.

Join a rapidly growing company in an exciting and dynamic work environment. As one of the top 100 fastest growing companies in the Philadelphia region, Customized Energy Solutions offers an opportunity for significant professional growth. Our team of associates at CES is highly motivated, innovative, and passionate about providing excellent Services to our clients.  Our main office is in Philadelphia, with satellite offices in various U.S., Canada, India, Japan and Vietnam.

Job Description

We are seeking a dedicated and proactive Support Engineer to join our IT team. The ideal candidate will play a critical role in managing and resolving application issues (Sev2 and Sev3), monitoring system performance, and collaborating with development teams to ensure the smooth operation of our web applications. This position focuses on leveraging observability tools and cutting-edge technologies to maintain high standards of reliability and performance across our API-first web application portfolio.

Key Responsibilities

• Issue Resolution:
  • Triaging and resolving Sev2 and Sev3 issues in production and staging environments.
  • Performing root cause analysis and documenting resolutions to build a knowledge base.
  • Escalating critical issues (Sev1) to senior engineers or relevant teams as needed.
• Monitoring and Observability:
  • Utilize observability stacks (e.g., Elastic) to monitor application performance, identify bottlenecks, and ensure system uptime.
  • Set up and maintain dashboards and alerts to address performance and availability concerns proactively.
• Collaboration:
  • Work closely with development teams to address recurring issues and optimize system performance.
  • Communicate effectively with stakeholders about issue status, resolution timelines, and preventive measures.
• Operational Support:
  • Assist in deploying, configuring, and maintaining API-first applications, ensuring alignment with best practices.
  • Support database operations for technologies like MongoDB Atlas, MySQL Server, RDS, and InfluxDB.
  • Guide AWS tools and services, including Lambda and related technologies.
• Continuous Improvement:
  • Suggest improving processes and tools for better incident management and system reliability.
  • Participate in knowledge-sharing sessions to upskill the team and enhance incident response capabilities.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Proven experience in a support or operational role within a technology-driven environment.
• Hands-on experience with:
  • Databases: MongoDB Atlas, MySQL, RDS.
  • Observability tools: Elastic stack or equivalent.
  • API development and monitoring: Familiarity with Django-based APIs.
  • Cloud services: AWS tools like Lambda.
• Strong understanding of system performance monitoring and incident management practices.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and collaboration abilities with a customer-focused mindset.

Preferred Skills

• Experience with additional observability tools and frameworks.
• Basic knowledge of Influx DB or similar time-series databases.