Customer Support Engineer (WAMS)
Hiring Process
Time to Answer
2 open days
Process
1 Phone Call
1 Onsite Interview
Days to get an Offer
4 Days after Interview
Overview
Customer Support Engineer (WAMS) is responsible for providing L2/L3 support for Wide Area Monitoring Systems (WAMS) applications, servers, and associated infrastructure. The role involves diagnosing, troubleshooting, and resolving issues related to WAMS performance, connectivity, and data quality, ensuring the integrity of phasor measurement unit (PMU) data across the grid.
Job 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 adoption.
- Drive continuous service improvements to enhance reliability and reduce recurring incidents.
- Ensure adherence to ITIL processes for incident, problem, and change management.
Must Have Skills
- Bachelor’s degree in Electrical Engineering, Computer Science, or related field.
- Strong knowledge of Power Systems, SCADA/EMS/DMS, and Synchrophasor/PMU technology.
- Hands-on experience with WAMS software platforms (GE, Siemens, ABB, or similar).
- Experience in Linux/Windows server environments, networking, and databases (Oracle/SQL).
- Familiarity with real-time protocols (IEEE C37.118, ICCP/TASE.2, DNP3, IEC 61850).
- Strong problem-solving, analytical, and debugging skills.
- Fluent in English.
Nice to have
- Excellent communication skills to interact with global customers and collaborate with cross-functional teams.
- Result-oriented, structured, and organised.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Work at yechte
We are an independent digital consultancy with ambitious goals and a global presence. We support a diverse range of companies, building digital teams and delivering innovative digital solutions. Our multicultural and diverse workforce, comprised of ‘Global Citizens’, reflects this inclusivity.
We care about work-life balance and meeting the expectation of a growing team, investing in people because they are our greatest asset. Our consistent growth is a testament to this commitment.
Come work at yechte, a company on the rise, offering excellent benefits, opportunities for personal development, and the chance to learn from accomplished leaders. We are always looking for exceptional professionals to join our team.
What We Offer
Each employee has a chance to see the impact of his work. You work on real digital projects and make tangible contributions to the company. We want to provide to each individual personal, professional and social growth.
Attractive Benefits
We care about your comfort. At yechte we offer cost-effective and eco-friendly mobility plans, food allowances, and comprehensive healthcare support, enhancing employee satisfaction.
Personal Development
We care about your growth. At yechte we offer to boost your personal growth through tailored IT trainings and certifications, fostering a culture of agility and tech-driven expertise.
Flexibility
We care about your wellbeing. At yechte we offer flexi-hours and hybrid home/office work arrangements, enhancing employee work-life balance and productivity.
