Customer Support Engineer - WAMS

Job Description

Overview

Role: Customer Support Engineer - WAMS

Responsibilities

• Provide L2/L3 customer support for WAMS applications, servers, and associated infrastructure.
• Diagnose, troubleshoot, and resolve incidents related to WAMS performance, connectivity, and data quality.
• Monitor real-time data flows and ensure integrity of phasor measurement unit (PMU) data across the grid.
• Support incident, problem, and change management processes in line with SLAs.
• Conduct root cause analysis (RCA) for critical issues and implement corrective actions.
• Assist customers with system upgrades, patches, and hotfixes deployment.
• Document technical solutions, prepare knowledge articles, and share best practices.
• Collaborate with product engineering and R&D teams for complex escalations.
• Provide customer training, workshops, and technical guidance to improve user adoptio...