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Product Support Engineer

3 months ago

Edinburgh, United Kingdom ENODA Full time
DescriptionWe have an exciting opportunity for an experienced Product Support Engineer to join our business as we continue to scale.
The Product Support Engineer will support ENODA customer requests by responding to, troubleshooting, and resolving issues related to field devices. 
The role is responsible for maintaining adequate response times to satisfy the internal and external SLA requirements. The role serves as a key liaison between internal teams and customers to ensure alignment with goals and objectives of both ENODA’s customers and ENODA.
This role requires frequent European travel.

Who we are Energy is the primary input to everything. Our continued prosperity is dependent on reliable, affordable, clean electricity. ENODA is an innovator in energy platforms, developing advanced technologies for grid operators and developers that remove constraints to decarbonisation. Integrated hardware and software solutions slot into existing infrastructure, enabling the grid to become self-balancing and the primary provider of system stability. We are a mission-driven organisation committed to enabling humanity to prosper on 100% renewable energy. We are averse to introducing bureaucracy and are building a working culture that enables us to achieve our purpose and change the world.
Check out the ENODA YouTube channel to learn more about us.
You'll spend your time:
  • Providing technical assistance to end-users or their contractors via phone, email, or in-person and guide users through troubleshooting steps and document solutions
  • Diagnosing and resolving problems, including electrical hardware, controllers. computing systems, communication systems and external interfaces to investigate issues reported by users
  • Providing rotational support for customer support system on a continuous basis and be the first line escalation when not on rotation
  • Performing routine maintenance tasks such as scheduling cleaning of field equipment, performing remote firmware updates, and hardware replacements, as needed and evaluating hardware performance and recommending upgrades when necessary
  • Serving as the primary point of contact for clients regarding engineering services related to distribution substation, communication systems, SCADA, transformer, and other power equipment
  • Building and maintaining strong relationships with clients, understanding their needs, addressing their concerns, and ensuring overall client satisfaction
  • Providing technical guidance and support to client engineering teams on design needs and their project planning
  • Supporting subcontractors to set up new ENODA equipment in customer substations and ensuring compatibility with existing systems and/or to install, configure, and upgrade components of ENODA products in the field
  • Solving technical problems related to substation infrastructure within agreed timeframe, and ensuring compliance with safety, physical and cyber security, industry standards, customer process, and regulations
  • Monitoring the customer support system for continuous availability and improvement
  • Providing feedback to ENODA’s design teams, suppliers, and vendors to improve the components for better in-field performance

The key experience we're looking for:
  • Bachelor's degree in electrical engineering, Power Systems Engineering, or a related field
  • Minimum of 4 years of experience in engineering roles with a focus on substation and transformer or other power equipment, including design, installation, operation, or maintenance
  • Strong technical expertise in distribution substation, including industry standards, regulations, and best practices
  • Training customers, operators, and other personnel
  • Ability to effectively communicate technical concepts to diverse audiences and build strong relationships with clients and stakeholders
  • Knowledge of sensors, control systems and secure communication protocols, distribution substation topologies, equipment and faults in power systems, their signatures and protection methods
  • Operating Systems (Windows and Linux) and hardware/network diagnostics tools


The following would be advantageous:
  • Fluent in one or more European languages
  • Relevant certification to enter electrical substations or certify high-voltage electrical systems is a plus
  • Experience or training in dockerised software systems and enterprise software
  • Experience with distribution system planning, operation, or field services

What we offer:
  • Salary: £55K - £65K dependent on skills & experience
  • Private Medical Insurance
  • Flexible Pension policy tailored to your requirements
  • 33 days annual leave + Holiday purchase/sell scheme
  • Dental cash-back scheme
  • Cycle-to-Work scheme
  • Season travel ticket loan
  • Enhanced company sick pay & Income Protection
  • Life Assurance

This role can be worked remotely, however frequent travel will be required between our Edinburgh office and operational sites.

* This opportunity is only available for candidates with existing right to work in the UK or the European Union. ENODA is cultivating an environment where we embrace our vision of sustainable prosperity for everyone. Built on the principles of win-win outcomes and extreme ownership, we strive to act with integrity and be accountable.

Teams are encouraged to be relentless in the pursuit of scientific truth; we strive on the challenge of solving the most complex problems together.