Customer Solution Consultant, SCADA

ABOUT POWER FACTORS

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world's renewable energy data.

Power Factors' Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company's suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management.

With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code.

* Outside China and India

The Role

This role is part of Power Factors' Customer Support organization. You will work in the ticket queue daily, owning and resolving complex customer issues - but you'll do it with a level of technical depth and consultative engagement that goes well beyond traditional support.

As a Customer Solution Consultant, you'll intake customer issues, investigate and resolve technical problems on the Unity APM platform, and serve as an escalation resource for our global Support team on APM-related tickets. You'll sit alongside the engineers who build Unity APM in our Montreal office, giving you direct access to the people and knowledge needed to solve the hardest customer challenges.

The difference between this role and traditional support is how you work: every customer interaction is an opportunity to diagnose the root cause, not just resolve the symptom. You'll bring technical curiosity and problem-solving rigor to the support queue while ensuring tickets move efficiently and customers experience fast, knowledgeable engagement.

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 an escalation resource for the global Support team - when the broader GCO team encounter APM issues beyond L1/L2 capability, you'll 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 and follow global support operational process for customer issue resolution.

Technical Investigation & Problem Solving

* Investigate platform issues by querying databases, analyzing data pipelines, reviewing API integrations, and reproducing customer-reported behavior

* Develop and maintain 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 job

* Document solutions, build internal knowledge resources, customer-facing knowledge articles and contribute to troubleshooting playbooks that help the broader Support team handle APM issues more effectively

* Develop and conduct training material and train other support members to increase knowledge on 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 per defined L3S escalation process

* Identify patterns across customer issues and translate them into actionable feedback for Product - you'll be a key voice of the customer inside the engineering team

* Partner with Customer Success on accounts where adoption challenges or configuration…