Customer Support Engineer

About Us We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.

As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.

About The Role GreenPowerMonitor, a DNV company, is at the heart of global energy transformation. We utilize data-driven digital solutions to optimize the performance of renewable energy installations worldwide. Our work contributes to a more diverse, more sustainable global energy mix.

Are you passionate about providing technical support to customers and helping them turn their challenges into success stories? Can you envision yourself as the go-to expert for clients, ensuring their satisfaction at every step? Then, embrace this opportunity to work with cutting-edge technologies in the renewable energy industry. Join us as a Customer Service Engineer. Together, we can drive a greener tomorrow!

You will join Cloud Solutions, where we design, develop, and operate the best-in-class cloud-based platform for renewable energy assets such as wind, solar, and storage. Our expertise lies in delivering modular digital solutions and advanced analytics, enabling both our internal and external customers and strategic partners to seamlessly consume and produce innovative data-driven solutions and services. Our goal is to empower asset owners and managers in remote monitoring, performance assessment, predictive diagnostics, and operational optimization of their diverse renewable energy portfolio.

What to expect?

As a Customer Support Engineer, you will act as the primary contact for our customers worldwide, providing technical support on our cloud solutions designed to monitor renewable energy assets. You will manage different key customers, with large renewable energy sites critical to GPM.

This is an exciting opportunity to build a global network, as you will be joining our Mexico team and coordinating with the rest of the Customer Success team based in Europe, the US, Chile, Japan, and Australia.

This role will report to our DNV office in Mexico City, MX . We present a dynamic hybrid schedule, where employees typically spend three (3) days per week working from a DNV office or client location/site. Further details regarding role-specific requirements will be shared during the interview process.

What You’ll Do

• Build and maintain long-term relationships with key customers (main stakeholders)
• Manage the requests and incidents reported by customers and coordinate with cross-functional internal teams to deliver a solution
• Provide technical assistance through emails and calls
• Suggest improvements in the GPM platforms (GPM Portal, GPM Plus, GPM SCADA) on the new features that the product should have
• Detect errors and support the improvement of quality
• Manage internal documentation and analyze data

What we offer

• Vacation bonuses pay
• Group health insurance plan
• Group retirement plan with company match
• Education reimbursement program
• Company-provided life insurance plan
• Food Vouchers
• Flexible work schedule with hybrid opportunities
• Benefits may vary based on position, tenure, location, and employee election*

DNV is a proud equal-opportunity employer committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About You What is required As a person, you have exceptional customer-facing abilities encompassing effective communication, active listening, empathy, and the capacity to troubleshoot and resolve issues promptly and professionally. You thrive as a team player, adept at collaborating seamlessly with cross-functional teams. Moreover, you are proactive with a self-learning attitude. Your strong organizational and planning skills empower you to prioritize tasks effectively.

• To thrive and succeed, we expect you to have:

• Bachelor's degree in a technical field such as Renewable Engineering, Electronics or Electrical Engineering, Information Systems Management, or similar

• A minimum of two years' of experience providing support to customers on technical matters, gained through roles like Helpdesk, Customer Service, Technical Sales, Technical Support, and/or similar

• Network Engineering knowledge/experience: Familiarity with communication networks and dataloggers, industrial communication protocols, and troubleshooting

• Good Microsoft Excel skills

• Preferred Knowledge/experience in renewable energies (mainly Solar PV and Storage )

• Preferred Knowledge in SQL Databases

• Strong written and verbal English communication skills

• We conduct pre-employment background screening

• Immigration-related employment benefits, for example, visa sponsorship, are not available for this position*

• Resumes should be submitted in English to be considered***