Customer Solution Consultant, APM - Power Factors

About Power Factors

Power Factors is a software and solutions provider at the forefront of the clean energy transition, offering Unity — one of the most extensive and widely deployed renewable energy management suites in the market. With over 300 GW of wind, solar, and energy storage assets under management, we help owners and operators maximize the performance and value of their renewable energy portfolios. Our platform spans asset performance management (Unity APM), SCADA and control systems (Unity SCADA), and data analytics across the full asset lifecycle.

We are looking for a Customer Solution Consultant to join Power Factors' Customer Support organization. In this role, you will work in the ticket queue daily, owning and resolving complex customer issues with a level of technical depth and consultative engagement that goes well beyond traditional support. You will intake and investigate issues, resolve technical problems on the Unity APM platform, and serve as the primary escalation resource for our global Support team on APM-related tickets. You will be based in our Montreal office, sitting alongside the engineers who build Unity APM — giving you direct access to the people and knowledge needed to solve the hardest customer challenges.

The defining characteristic of this role is  how you work: every customer interaction is an opportunity to diagnose root causes, not just resolve symptoms. You will bring technical curiosity and problem-solving rigour to the support queue while ensuring tickets move efficiently and customers receive fast, knowledgeable engagement. This is a new team being built from the ground up — you will help shape how it operates, not follow a pre-built playbook.

The Role — What You'll Do

Ticket Queue & Customer Resolution

• Work in the support ticketing system daily — intake, triage, and own APM customer issues through to resolution.
• Serve as the primary escalation resource for the global Support team; when broader GCO team members encounter APM issues beyond L1/L2 capability, you take ownership.
• Manage a personal caseload of customer issues, maintaining SLA commitments on response time and resolution.
• Engage customers directly via phone and video as the primary interaction model — diagnose issues in real time, explain findings, and guide customers through solutions.
• Prioritize and manage your queue effectively, balancing urgent customer needs with thorough investigation.
• Comply with and follow global support operational processes for customer issue resolution.

Technical Investigation & Problem Solving

• Investigate platform issues by querying databases, analyzing data pipelines, reviewing API integrations, and reproducing customer-reported behaviour.
• Develop and maintain deep technical expertise on the Unity APM platform as it evolves — this product is in active development, and learning in real time is part of the role.
• Document solutions, build internal knowledge resources, write customer-facing knowledge articles, and contribute to troubleshooting playbooks that help the broader Support team handle APM issues more effectively.
• Develop and deliver training materials, and upskill other support team members on the APM solution.

Cross-Functional Collaboration & Product Feedback

• Collaborate with Product Managers and Developers to escalate bugs, validate fixes, and provide customer context that improves the product, following the defined L3S escalation process.
• Identify patterns across customer issues and translate them into actionable feedback for Product — you will be a key voice of the customer within the engineering team.
• Partner with Customer Success on accounts where adoption challenges or configuration issues are driving support volume.

Must-Have Qualifications

• 5+ years in a technical customer-facing role — solutions engineering, technical support engineering, technical consulting, professional services, or similar.
• Strong data analysis skills: comfortable writing SQL queries, working with large datasets, and using data to diagnose issues.
• Experience troubleshooting SaaS platforms: API integrations, data pipelines, platform configuration, and user workflows.
• Demonstrated ability to manage a personal caseload of customer issues with SLA accountability — owning resolution end-to-end, not just participating in it.
• Excellent written and verbal communication skills in English.

Beneficial Qualifications

• Experience in renewable energy, utilities, energy technology, or industrial IoT — familiarity with asset management, SCADA systems, or performance monitoring is highly valuable.
• Familiarity with asset performance management concepts: availability calculations, energy production metrics, alarm management, and portfolio analytics.
• Experience working directly with Product and Engineering teams to resolve customer issues.
• French language proficiency, written and verbal.
• Exposure to SCADA, OT networks, or telemetry systems.
• Experience with data visualization tools such as Grafana, Tableau, or Power BI.
• Exposure to Python, REST APIs, or scripting for data investigation.
• Background in technical training or customer enablement.

What We Offer

• The opportunity to build something new — this team does not yet exist, and you will shape how it operates from day one.
• Direct impact on customer outcomes — the problems you solve directly improve how renewable energy assets perform around the world.
• An embedded role within Product and Engineering — you will not be isolated in a support silo; you will be part of the product development cycle.
• A meaningful clean energy mission — Power Factors manages over 300 GW of renewable energy assets globally; the work matters.
• A clear growth path — as the team scales, early hires will have opportunities to specialize, lead, and define the function.
• Real ownership from day one — you will carry your own caseload and see the direct impact of your work on customer outcomes.
• Competitive salary commensurate with experience, plus a comprehensive benefits package including health coverage, and retirement contributions.

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