Customer Solution Consultant, SCADA - Power Factors

About Power Factors  

Power Factors is the global leader in renewable energy asset performance management. Our Unity platform manages over 310 GW of wind, solar, and battery energy storage assets across 600+ customers and 18,000+ sites in 70+ countries. Backed by Vista Equity Partners, we are at the forefront of the clean energy transition — combining enterprise software, hardware, and services to help the world's leading renewable energy operators maximize performance and accelerate decarbonization.

The Role

This role sits at the intersection of deep technical expertise and high-impact customer engagement within Power Factors' Customer Support organization. As a Customer Solution Consultant for SCADA, you will own the intake, investigation, and resolution of complex customer issues on the Unity SCADA platform, and serve as the primary escalation resource for our global Support team on all SCADA-related tickets.

You will be based in our Vermont/Athens office, embedded alongside the SCADA Delivery team — with direct access to the Implementation Engineers and Product Managers who configure and deploy Unity SCADA at customer sites. That proximity is not incidental; it is core to the role. SCADA support is fundamentally different from SaaS support: every customer deployment is unique, with distinct hardware configurations, site-specific communication architectures, and locally deployed systems. Resolving issues requires understanding not just the Unity SCADA application, but how it interacts with site controllers, communication networks, and third-party systems in real-world operating environments.

This is a greenfield function — dedicated SCADA support in North America does not yet exist. You will help build it.

The Role — What You'll Do

Customer Resolution & Queue Management

• Work in the support ticketing system daily — intake, triage, and own SCADA customer issues through to resolution.
• Serve as the escalation resource for the global Support team on SCADA tickets that exceed L1/L2 capability.
• Manage a personal caseload with SLA accountability for both response time and resolution.
• Engage customers directly via phone and video — diagnose issues in real time, often coordinating with on-site personnel to gather system data and validate fixes.
• Prioritize and balance urgent customer needs (including P0 site-down scenarios) against thorough investigation of complex configuration issues.
• Follow global support operational processes for customer issue resolution.

Technical Investigation & Problem Solving

• Investigate SCADA platform issues including communication losses, data acquisition failures, controller integration problems, alarm configuration errors, and performance degradation.
• Work with site-specific deployment documentation, network diagrams, and system configurations to understand each customer's unique environment.
• Collaborate with the SCADA Delivery team to leverage implementation knowledge when diagnosing post-deployment issues — understanding what was configured, why, and how it should behave.
• Develop and maintain technical expertise on the Unity SCADA platform as it evolves, including new hardware integrations, protocol support, and feature releases.
• Document solutions, build internal knowledge resources and customer-facing knowledge articles, and contribute to troubleshooting playbooks that expand the broader Support team's SCADA capability.
• Develop training materials and deliver training sessions to increase SCADA knowledge across the Support organization.

Collaboration & Documentation

• Collaborate with Product Managers, Developers, and Delivery Engineers to escalate bugs, validate fixes, and provide customer context that drives product improvement, following the defined L3S escalation process.
• Identify patterns across customer issues — particularly recurring post-implementation problems — and translate them into actionable feedback for Product and Delivery teams.
• Partner with Customer Success on accounts where SCADA operational issues are impacting customer satisfaction or renewal risk.
• Work with SCADA Delivery to maintain a clear boundary between support issues (break/fix) and post-implementation change requests, ensuring customers are routed appropriately.

Must-Have Qualifications

• 5+ years in a technical customer-facing role — field engineering, technical support, SCADA/control systems engineering, technical consulting, or similar.
• Hands-on experience with SCADA systems, industrial control systems, or OT environments, including familiarity with communication protocols (Modbus, DNP3, IEC 61850, OPC), data acquisition, and alarm management.
• Proven ability to troubleshoot systems that span software and hardware — diagnosing issues that require understanding both the application layer and the underlying physical infrastructure.
• Demonstrated ability to manage a personal caseload with SLA accountability — owning resolution end-to-end, not just participating in it.
• Experience in renewable energy, utilities, or power generation, particularly with wind, solar, or battery storage SCADA/EMS implementations.
• Familiarity with Unity SCADA or comparable energy management platforms (e.g., ABB, Siemens, GE, Schneider).
• Experience working directly with implementation or delivery teams to resolve post-deployment customer issues.
• Working knowledge of networking concepts relevant to SCADA environments: VPNs, firewalls, serial-to-IP conversion, and cellular communication.
• Excellent written and verbal communication skills in English.

Beneficial Qualifications

• Experience with SQL or database querying for log analysis and data investigation.
• Exposure to Python, scripting, or automation tools for diagnostic purposes.
• Background in technical training or customer enablement.
• Experience supporting customers across multiple time zones with site-specific deployments.

What We Offer

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health coverage and retirement contributions.
• Direct impact from day one — when a wind farm or solar site has a SCADA issue, you are the person who gets it running again.
• Embedded alongside the SCADA Delivery team — context and collaboration built into your daily environment, not something you have to seek out.
• A clear growth path as dedicated SCADA support in North America scales; early hires will have opportunities to specialize and lead.
• A meaningful mission — Power Factors manages over 310 GW of renewable energy assets globally, and the work you do keeps that energy flowing.

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