Technical Support Engineer - BESS, Electrical and SCADA (Level 2)

About Visaya

Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.

Role Overview

The Technical Support Engineer – BESS, Electrical & SCADA (Level 2) provides advanced technical support for Battery Energy Storage Systems (BESS), renewable-energy assets, electrical systems, power conversion systems, inverters, SCADA, industrial communications, and related control technologies.

The role manages BESS alarms and technical incidents, performs fault analysis and remote troubleshooting, provides technical escalation support to Level 1 analysts, and helps improve frontline resolution capability.

We welcome professionals with relevant experience in electrical systems, solar or renewable energy, power conversion, electrical controls, SCADA, industrial automation, industrial communications, or similar technical environments.

This is not primarily a traditional high-volume call-center role. Work is mainly driven by alarms, Jira tickets, email, and portal requests, with a strong focus on technical diagnosis, incident management, documentation, and operational continuity.

Key Responsibilities

• Monitor, assess, and manage BESS alarms, technical incidents, and service requests using approved procedures and escalation rules.
• Perform advanced technical triage, fault analysis, and approved remote troubleshooting activities.
• Lead the investigation and progression of medium-complexity technical incidents and support higher-complexity cases.
• Recommend and, when authorized, perform appropriate technical resolutions or remote actions.
• Provide shift-level technical guidance and escalation support to Level 1 analysts.
• Review the quality and accuracy of alarm assessments, incident documentation, troubleshooting steps, and escalation decisions.
• Use Jira Service Management to manage technical incidents, service requests, updates, ownership, and escalation pathways.
• Interpret technical information from BESS monitoring platforms, electrical systems, inverters, Power Conversion Systems, SCADA, telemetry, and industrial control systems.
• Coordinate major incidents, surge events, customer communications, and dispatch requirements when necessary.
• Ensure that priority-based response, update, and escalation requirements are consistently met.
• Provide clear and timely technical updates to customers, stakeholders, and specialist engineering teams.
• Deliver complete shift handovers covering open incidents, technical findings, risks, recommended actions, and ownership.
• Support the development and continuous improvement of SOPs, runbooks, technical playbooks, knowledge base articles, and AI-assisted workflows.
• Coach Level 1 analysts and support technical training, competency assessments, and capability development.
• Help increase frontline technical resolution and reduce avoidable escalation to specialist Level 3 engineering resources.
• Comply with applicable information security, privacy, safety, quality, audit, and records-management requirements.

Required Skills & Qualifications

• Very good written and verbal English communication skills

• Strong technical troubleshooting, fault-analysis, problem-solving, and decision-making skills

• Relevant experience in technical support, engineering support, alarm monitoring, network operations, control room operations, field-service support, industrial systems support, or incident management

• Demonstrated experience diagnosing technical faults and guiding incident resolution

• Knowledge or hands-on experience in at least one of the following areas:

  • Battery Energy Storage Systems
  • Electrical systems
  • Power conversion systems
  • Renewable energy or solar power
  • Electrical controls
  • SCADA systems
  • Industrial automation
  • Industrial communications
  • Power generation or related industrial systems

• Working knowledge of battery systems, Power Conversion Systems, inverters, telemetry, MODBUS, or related monitoring and control technologies is strongly preferred

• Experience using Jira Service Management, ServiceNow, or another ITSM or ticketing platform

• Experience providing technical guidance, incident coordination, coaching, or escalation support

• Ability to interpret technical documentation, monitoring data, alarms, and system information

• Ability to assess operational risks and make evidence-based technical recommendations

• Ability to work within established technical authority and escalation limits

• Ability to work in a 24/7 rotating-shift environment, including nights, weekends, and holidays

• Degree, diploma, or technical certification in Electrical Engineering, Electronics Engineering, Renewable Energy, Industrial Automation, Instrumentation and Control, Mechatronics, Information Technology, or a related technical discipline is preferred

Preferred Experience (Good to have)

• Experience supporting Battery Energy Storage Systems or renewable-energy assets
• Experience with solar power, electrical distribution, power generation, or industrial control environments
• Exposure to CATL, Hithium, EVE, Ingeteam, Delta, SMA, Power Electronics, or similar battery, inverter, and power-conversion technologies
• Experience with SCADA, MODBUS, telemetry, electrical controls, or industrial communications
• Experience supporting SLA-based technical services, major incidents, customer communications, or field-service dispatch
• Experience creating or improving technical SOPs, runbooks, playbooks, or knowledge base articles

Technical Environment

The role may use Jira Service Management, Microsoft Teams, asset-monitoring platforms, Energy Management Controllers, Ingecon Sun Monitor, Atlassian Rovo, SCADA systems, inverter-monitoring tools, and other approved BESS monitoring, control, and knowledge-management platforms.

Why Join Us?

• Competitive salary package and benefits
• HMO coverage plus dependents
• Paid leaves and government-mandated benefits
• Performance incentives and recognition programs
• Specialized BESS and renewable-energy technical training
• Upskilling, leadership development, and career growth opportunities

Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.