Night-Shift Product Support Engineer - Onsite Energy Ops

Product Support Engineer 1

Kennett, PA (Onsite)

12+ months

Job Description:

Product Support Engineer 1 - Catalog Description

Serves as a telematics product expert/subject matter expert and stays current with digital products and applications.

Manages support cases to provide a secure, efficient customer experience for customers, dealers, and internal Client teams.

Performs triage and troubleshooting; supports Tier 1 agents; identifies and investigates issues using basic testing, analysis, and application-failure review.

Provides timely resolution and follow-up, formally documents issues, and communicates resolution status to dealers, customers, and internal support teams.

Manages hand-ups and escalation paths, prioritizing requests according to service-level agreements.

Serves as a primary point of contact for Tier 1 for supported lines of business.

Supports continuous improvement and creates or updates self-service and Tier 1 knowledge articles for digital products and applications.

Analyzes and develops customer-service representative training and customer self-service opportunities to improve customer experience and issue resolution.

Supports digital product training, business-rule development and maintenance, and process-map validation and creation.

Provides input to digital product and application support teams and may conduct occasional dealer or customer visits for urgent technical issues.

Exceptional candidate experience may include Telematics, Product Link, Vision Link, Equipment Care Advisor (ECA), Energy & Transportation (E&T), Client Remote Asset Monitoring (RAM), Health and Equipment Insights (HEI), or Client Advanced Productivity (AP).

Catalog experience level: 0-2 years.

Position’s Contributions to Work Group:

Provides weekday night shift (Mon–Thu, 11 PM – 9 AM) coverage for the Tangent Energy Operations Center, a 24x7 center that monitors and controls customer energy assets – generators, battery energy storage (BESS), solar, energy management systems, and meters – across thousands of customer sites.

Monitors regional electric markets in real time (e.g., PJM, ISO-NE, ERCOT, MISO, IESO, NYISO, CAISO) and remotely schedules/dispatches assets during peak, market-program, and weather events.

Responds to asset alarms, troubleshoots hardware/software and communications issues, dispatches service technicians, and communicates with customers, partners, and markets.

Supports customer onboarding by configuring sites and meters in the monitoring software, and produces internal/external reports (e.g., late/non-reporting meters).

Surrounding team & key projects / Purpose of this team:

Part of Caterpillar Electric Power Division (EPD) / Tangent Energy Solutions. The operations center keeps customer assets available and performing, maximizes market/program revenue, and delivers high customer satisfaction through accurate, SOP-driven execution.

Reason/motivation for request:

Addition (Initial Engagement) – adds dedicated weekday night shift coverage (Mon–Thu, 11 PM – 9 AM) to strengthen 24x7 operations center staffing, including during peak, market, and weather events.

Why this Role?

Hands-on exposure to real-time wholesale electricity markets and demand response programs across North America.

Works directly with Client generator sets, battery energy storage, solar, and energy management systems in live operations.

Builds marketable skills in remote asset monitoring, troubleshooting, dispatch, and energy management software.

High-impact role – decisions on shift directly affect customer reliability, grid support, and program performance.

Strong development path in the fast-growing distributed energy / microgrid space within Client.

Typical task breakdown:

Shift turnover in/out – review open alarms, scheduled…