Automation Engineer – DERMS

• Own and resolve Level 1 support tickets for ETAP real-time automation and control solutions globally through Jira
• Meet a target 24-hour response and resolution discipline on standard incidents
• Perform first-line diagnosis by reproducing issues, isolating root causes, determining whether problems are configuration, integration, or product-level, and resolving or routing them
• Troubleshoot Intelligent Load Shedding schemes, including load preservation, restoration, and shedding validation logic
• Troubleshoot Automatic Generation Control functions, including load frequency control, area control error, and generator power sharing
• Provide broader support for DERMS solutions, including microgrid and power plant control systems
• Communicate resolutions, root causes, and next steps to global clients and regional teams in written English
• Maintain and expand the Global Support knowledge base
• Prepare complete pre-diagnosis documentation before escalating cases to Level 2
• Coordinate with Global Support leadership on ticket priorities, status visibility, and escalation decisions

• Advanced English proficiency (C1 or higher)
• Demonstrated hands-on competency delivering or supporting ETAP Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) projects
• Working familiarity with eSCADA and PSMS
• Prior ETAP project execution or technical support experience in a client-facing context
• Systematic and methodical troubleshooting ability
• Strong written communication skills
• Ability to manage multiple concurrent support cases across clients, priorities, and time zones
• Exposure to ETAP uGrid (Microgrid Controller) or Power Plant Controller (PPC) is a plus
• Hands-on experience with DNP3, Modbus, or IEC 61850 is a plus
• Experience using Jira or comparable ticketing platforms is a plus
• Background in utility, generation, or industrial environments is a plus
• Successful applicants must pass a comprehensive background check
• Proof of work authorization may be required as part of the background check

• Equal Opportunity Employer and inclusive workplace culture
• Comprehensive background check before employment, conducted in accordance with local laws
• Workplace where employees are treated with dignity and respect
• Diversity and expertise valued