Application Engineer/ Technical Support Engineer

POSITION DESCRIPTION:

We are looking for an Application Engineer to work with our customers, development staff, and sales team to create targeted solutions. Our application engineers help define the design of our products to meet the needs of our customers in the Electrical Utility Industry.  They also help our customers to understand our products and help customize product configurations to meet the customer’s goals.  The products include Software Libraries for SCADA Communications and related Simulation & Test Tools.  An applicant should have a background in power systems engineering.

Application Engineer responsibilities include interfacing with customers to understand their needs and documenting the customer requirements; reviewing proposed software designs to ensure customer needs are met; working on customer projects to configure purchased products; demonstrating products and performing customer training; and providing customer support when necessary.

This position requires a strong background in power system distribution protection schemes and SCADA or other industrial telecommunications.  A successful applicant must have excellent communications skills including a successful history of communicating with customers.  Some computer programming skills are desirable, especially experience with JavaScript.

RESPONSIBILITIES:

• Provide demonstrations of products to customers and discuss how products can meet their requirements
• Review software under development to ensure customer requests are satisfied
• Manage customer projects involving multiple application configurations and scripting (JavaScript) to simulate and test substation designs
• Participate in design reviews with the software development teams and advocate for customer needs
• Review draft user manuals for accuracy and completeness
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers to answer their questions about product use and capabilities
• Refer to internal databases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their applications are fully functional after customization or troubleshooting
• Ask customers targeted questions to understand their needs and goals
• Document technical knowledge in the form of notes and manuals

EDUCATION, EXPERIENCE and SKILLS REQUIRED:

• Proven work experience as an Applications Engineer, Protection Engineer, Technical Support Engineer or similar role in the Electrical Utility industry
• Understanding of computer systems and computer communications including TCP/IP and other industrial protocols
• Experience with DNP3 and IEC 61850 communications protocols desirable
• Significant experience in electrical power systems design and/or troubleshooting
• Hands-on experience with Windows/Linux OS environments
• Experience with JavaScript or other scripting language
• Excellent problem-solving and communication skills
• Technical Writing Experience a plus
• Ability to provide step-by-step technical help, both written and verbal
• Bachelor of Science in Power Systems Engineering or other engineering or computer science degree with applicable experience

Location:  Raleigh, NC  

About employer:  Triangle MicroWorks is a fast paced, growing, privately-held company which provides communication protocol software for customers in the electric power industry.