📍 Job Overview

Job Title: Customer Technical Support, SCADA and EMS Systems (Philippines)
Company: Power Factors
Location: City of Santa Rosa, Laguna, Philippines
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: 2025-08-01
Experience Level: 2-5 years
Remote Status: On-site (with remote availability)

🚀 Role Summary

📝 Enhancement Note: This role involves providing first-line technical support for SCADA and EMS systems, focusing on troubleshooting hardware, software, and firmware issues. The ideal candidate will have a strong background in SCADA systems and excellent problem-solving skills, with a customer-centric mindset.
Serve as the primary point of contact for customers, addressing their technical inquiries and ensuring timely resolution of issues.
Collaborate cross-functionally with internal teams to diagnose and resolve complex problems, contributing to continuous improvement of support processes and documentation.
Leverage your technical expertise to provide exceptional customer service, fostering strong relationships with clients and driving customer satisfaction.

💻 Primary Responsibilities

Customer Support & Issue Management
- Handle incoming support requests via phone and ticketing systems, triaging and prioritizing issues based on severity and customer impact.
- Collect detailed issue information, including symptoms, error messages, logs, and prior troubleshooting steps, to facilitate efficient resolution.
- Communicate regularly with customers on ticket progress, updates, and resolution status, ensuring they are kept informed throughout the support process.
- Own the issue lifecycle, from intake to resolution, coordinating internal collaboration as needed to ensure timely and effective issue resolution.
Technical Troubleshooting & Diagnostics
- Troubleshoot software, hardware, and network-related issues across SCADA/EMS systems and cloud infrastructure, identifying and resolving data flow interruptions from remote SCADA sites into the SaaS platform.
- Execute diagnostic tests, apply configuration changes, and provide actionable solutions for known issues, collaborating cross-functionally on complex problems involving firmware, network communications, field devices, and cloud integrations.
- Coordinate RMAs for hardware failures, ensuring compliance with warranty and repair policies.
Documentation & Knowledge Sharing
- Maintain accurate and up-to-date support tickets, including all troubleshooting actions, findings, and final resolutions, to facilitate future reference and issue resolution.
- Contribute to internal knowledge base articles, including FAQs, configuration guides, and repeat issue solutions, to improve support efficiency and effectiveness.
- Provide feedback to engineering and product teams to enhance product reliability, supportability, and usability.
Team Participation & Availability
- Participate in a rotating on-call schedule to support customers outside of standard business hours, ensuring 24/7 coverage for critical issues.
- Collaborate with team members in regular standups, case reviews, and training sessions, fostering a culture of continuous learning and improvement.

🎓 Skills & Qualifications

Education: A Bachelor's degree or equivalent in electrical engineering, renewable energy, computer science, or a related technical field.

Experience: Proven experience (2+ years) in SCADA delivery, technical support, or a similar customer-facing role, particularly with SCADA systems in the renewable energy industry.

Required Skills:

Strong understanding of SCADA systems, network protocols, data acquisition, and remote monitoring technologies.
Familiarity with renewable energy sources, including solar, wind, and energy storage systems.
Excellent problem-solving skills and the ability to think critically under pressure.
Strong communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users.
Ability to work effectively in a fast-paced environment and manage multiple support requests simultaneously.
Experience with ticketing systems and customer relationship management (CRM) tools is a plus.
Flexibility and a strong customer service mindset.
Familiarity with photovoltaic system construction and terminology.
Exhibits a positive and professional attitude.
Possesses a high level of organizational skills and the ability to multi-task.
Experience in Linux systems is a plus.

Preferred Skills:

Familiarity with Power Factors' Unity REMS or similar renewable energy management suites.
Experience with hardware and software troubleshooting in a customer-facing role.
Knowledge of energy industry standards and best practices.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your ability to troubleshoot and resolve technical issues, highlighting your problem-solving skills and customer-centric approach.
Showcase your understanding of SCADA systems, network protocols, and data acquisition technologies through relevant case studies or projects.
Highlight your experience with renewable energy sources and energy storage systems, emphasizing your ability to work with diverse energy technologies.

Technical Documentation:

Provide examples of well-documented support tickets, demonstrating your attention to detail and commitment to knowledge sharing.
Include any internal knowledge base articles or guides you have contributed to, showcasing your ability to create clear and concise technical documentation.

💵 Compensation & Benefits

Salary Range: PHP 35,000 - 45,000 per month (based on experience and qualifications)

Benefits:

Competitive salary and benefits package.
Opportunities for professional growth and development within a dynamic and innovative organization.
A positive and inclusive work environment that values collaboration and continuous learning.
The chance to make a real impact on the global transition to clean energy.

Working Hours: Full-time, with on-call rotations for 24/7 customer support coverage.

🎯 Team & Company Context

🏢 Company Culture

Industry: Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market.

Company Size: Medium-sized organization with a global presence, providing opportunities for growth and career advancement.

Founded: 2010 (with a strong track record in the renewable energy industry)

Team Structure:

Collaborative and cross-functional teams, with a focus on customer success and technical excellence.
A global workforce, with team members located in various parts of the world, fostering a diverse and inclusive work environment.

Development Methodology:

Agile development processes, with a focus on continuous improvement and customer-centric design.
Regular standups, case reviews, and training sessions to ensure consistent knowledge sharing and skill development.

Company Website: Power Factors

📝 Enhancement Note: Power Factors is committed to providing exceptional customer support and driving the global transition to clean energy through innovative software solutions. The company values collaboration, continuous learning, and a customer-centric approach to problem-solving.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an excellent opportunity for an experienced technical support professional seeking to grow their career in the renewable energy industry. The ideal candidate will have a strong background in SCADA systems and a proven track record of providing exceptional customer support.

Reporting Structure: This role reports directly to the Technical Support Manager, with opportunities for collaboration and knowledge sharing with other technical support team members, as well as internal teams such as Engineering, Product, and SCADA Delivery.

Technical Impact: In this role, you will have a direct impact on Power Factors' customers, ensuring their data acquisition systems are functioning properly and providing exceptional customer support. Your technical expertise and problem-solving skills will be instrumental in driving customer satisfaction and retention.

Growth Opportunities:

Technical Growth: Expand your knowledge of renewable energy technologies, SCADA systems, and network protocols through hands-on experience and continuous learning opportunities.
Leadership Development: Develop your leadership skills through mentoring and coaching opportunities, as well as by taking on more complex and challenging support cases.
Career Progression: Grow your career within Power Factors, with opportunities for advancement to senior technical support roles, team leadership positions, or other technical specializations within the organization.

📝 Enhancement Note: Power Factors offers a dynamic and inclusive work environment that values collaboration and continuous learning. With a strong focus on customer success and technical excellence, the company provides numerous opportunities for professional growth and development within the renewable energy industry.

🌐 Work Environment

Office Type: Power Factors' office in the City of Santa Rosa, Laguna, Philippines, is a modern and collaborative workspace designed to foster teamwork and innovation.

Office Location(s): City of Santa Rosa, Laguna, Philippines

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging team collaboration and knowledge sharing.
Technical Infrastructure: Power Factors provides state-of-the-art hardware and software tools to ensure efficient and effective technical support, including high-speed internet connectivity, powerful workstations, and access to relevant technical documentation and resources.
Cross-Functional Interaction: The office is home to various teams, including technical support, engineering, product, and SCADA delivery, fostering cross-functional collaboration and a customer-centric approach to problem-solving.

Work Schedule: Full-time, with on-call rotations for 24/7 customer support coverage. The work schedule is designed to ensure consistent customer support and issue resolution, with a focus on work-life balance and employee well-being.

📝 Enhancement Note: Power Factors' office in the City of Santa Rosa, Laguna, Philippines, provides a modern and collaborative workspace that fosters teamwork and innovation. With a strong focus on customer success and technical excellence, the office is designed to ensure efficient and effective technical support, with opportunities for cross-functional collaboration and knowledge sharing.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills, technical background, and fit for the role.
Technical Assessment: A hands-on assessment of your troubleshooting skills, focusing on your ability to diagnose and resolve technical issues related to SCADA systems and data acquisition technologies.
Behavioral Interview: An in-depth discussion of your problem-solving skills, customer service mindset, and cultural fit with Power Factors.
Final Interview: A meeting with the Technical Support Manager to discuss your career aspirations, growth opportunities, and final questions related to the role.

Portfolio Review Tips:

Highlight your ability to troubleshoot and resolve technical issues, showcasing your problem-solving skills and customer-centric approach.
Include case studies or projects that demonstrate your understanding of SCADA systems, network protocols, and data acquisition technologies.
Showcase your experience with renewable energy sources and energy storage systems, emphasizing your ability to work with diverse energy technologies.

Technical Challenge Preparation:

Brush up on your knowledge of SCADA systems, network protocols, and data acquisition technologies, focusing on hands-on troubleshooting skills and problem-solving strategies.
Familiarize yourself with Power Factors' Unity REMS or similar renewable energy management suites, understanding the key features and functionalities of the platform.
Prepare for behavioral interview questions, focusing on your problem-solving skills, customer service mindset, and cultural fit with Power Factors.

ATS Keywords: See the comprehensive list of relevant keywords provided at the end of this document, organized by category for easy reference.

📝 Enhancement Note: Power Factors' interview process is designed to assess your technical expertise, problem-solving skills, and cultural fit with the organization. With a strong focus on customer success and technical excellence, the company seeks candidates who are passionate about driving the global transition to clean energy through exceptional customer support and innovative software solutions.

🛠 Technology Stack & Web Infrastructure

SCADA/EMS Systems:

RTU (Remote Terminal Unit): Various manufacturers, including Siemens, GE, and Schneider Electric.
Protocol: DNP3, Modbus, IEC 60870, and other industry-standard protocols.
Platform: Power Factors' Unity REMS, with support for third-party systems and integrations.

Network Infrastructure:

Network Topology: Star, ring, and mesh network topologies, with support for both wired and wireless networks.
Connectivity: Ethernet, fiber optic, cellular, and satellite networks, with support for VPN and remote access solutions.
Firewall & Security: Fortinet, Cisco, and other industry-standard firewall solutions, with a focus on secure remote access and network segmentation.

Cloud Infrastructure:

Platform: Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP), with support for hybrid and multi-cloud deployments.
Services: Virtual machines, containers, serverless computing, and managed databases, with a focus on scalability, availability, and performance.

Monitoring & Alerting:

Tools: Nagios, Zabbix, Prometheus, and other industry-standard monitoring and alerting solutions, with a focus on proactive issue detection and resolution.
Platform: Power Factors' Unity REMS, with support for third-party monitoring and alerting tools.

📝 Enhancement Note: Power Factors' technology stack is designed to ensure efficient and effective technical support, with a focus on scalability, availability, and performance. The company's commitment to continuous learning and innovation ensures that its technology stack remains at the forefront of the renewable energy industry.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Put customers first, always striving to understand their needs and exceed their expectations.
Proactive: Anticipate customer needs and take action to address potential issues before they arise.
Responsive: Act swiftly and effectively to resolve customer issues, ensuring timely and satisfactory resolution.
Collaborative: Work closely with internal teams and external partners to drive customer success and ensure consistent, high-quality support.
Continuous Learning: Stay up-to-date with the latest technologies, industry best practices, and customer feedback to continually improve support processes and outcomes.

Collaboration Style:

Cross-Functional: Work closely with internal teams, including engineering, product, and SCADA delivery, to ensure consistent and effective customer support.
Knowledge Sharing: Contribute to internal knowledge base articles, FAQs, and other resources to facilitate efficient and effective issue resolution.
Peer Learning: Collaborate with team members to share expertise, troubleshoot complex issues, and drive continuous learning and improvement.

📝 Enhancement Note: Power Factors' customer support team is committed to providing exceptional customer service, with a strong focus on customer-centric problem-solving, proactive issue resolution, and continuous learning. The team values collaboration, knowledge sharing, and a customer-centric approach to technical support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

SCADA/EMS System Troubleshooting: Diagnose and resolve technical issues related to SCADA/EMS systems, including hardware, software, and firmware-related problems.
Network Connectivity: Troubleshoot and resolve network connectivity issues, including latency, packet loss, and other network-related problems.
Data Acquisition: Ensure consistent and reliable data acquisition from remote SCADA sites, addressing any issues that may impact data integrity or availability.
Cloud Infrastructure: Manage and maintain cloud infrastructure, ensuring scalability, availability, and performance for Power Factors' customers.

Learning & Development Opportunities:

Technical Skills Development: Expand your knowledge of SCADA systems, network protocols, and data acquisition technologies through hands-on experience and continuous learning opportunities.
Leadership Development: Develop your leadership skills through mentoring and coaching opportunities, as well as by taking on more complex and challenging support cases.
Career Progression: Grow your career within Power Factors, with opportunities for advancement to senior technical support roles, team leadership positions, or other technical specializations within the organization.

📝 Enhancement Note: Power Factors offers numerous opportunities for professional growth and development within the renewable energy industry. With a strong focus on customer success and technical excellence, the company provides a dynamic and inclusive work environment that values collaboration and continuous learning.

💡 Interview Preparation

Technical Questions:

SCADA/EMS System Troubleshooting: Describe a complex SCADA/EMS system issue you have encountered and how you diagnosed and resolved it. What steps did you take to ensure the issue did not recur?
Network Connectivity: Explain how you would troubleshoot and resolve network connectivity issues, including latency, packet loss, and other network-related problems. What tools and techniques would you use to diagnose and resolve these issues?
Data Acquisition: Describe a data acquisition issue you have encountered and how you resolved it. What steps did you take to ensure data integrity and availability, and how did you communicate the resolution to the customer?

Company & Culture Questions:

Customer Support Culture: How do you ensure that you consistently deliver exceptional customer service, even in challenging or high-pressure situations? Can you provide an example of a time when you went above and beyond to support a customer?
Team Collaboration: Describe your experience working in a cross-functional team environment. How have you collaborated with other teams to drive customer success and ensure consistent, high-quality support?
Continuous Learning: How do you stay up-to-date with the latest technologies, industry best practices, and customer feedback? Can you provide an example of a time when you applied this knowledge to improve support processes or outcomes?

Portfolio Presentation Strategy:

Technical Troubleshooting: Highlight your ability to troubleshoot and resolve technical issues, showcasing your problem-solving skills and customer-centric approach.
Case Studies: Include case studies or projects that demonstrate your understanding of SCADA systems, network protocols, and data acquisition technologies, with a focus on real-world problem-solving and issue resolution.
Customer Testimonials: Incorporate customer testimonials or feedback that highlights your exceptional customer service skills and commitment to driving customer success.

📝 Enhancement Note: Power Factors' interview process is designed to assess your technical expertise, problem-solving skills, and cultural fit with the organization. With a strong focus on customer success and technical excellence, the company seeks candidates who are passionate about driving the global transition to clean energy through exceptional customer support and innovative software solutions.

📌 Application Steps

To apply for this Customer Technical Support, SCADA and EMS Systems (Philippines) position at Power Factors:

Submit Your Application: Click the 'Apply Now' button on the job listing to submit your application through the application link provided.
Prepare Your Portfolio: Tailor your portfolio to highlight your technical troubleshooting skills, customer-centric approach, and experience with SCADA systems, network protocols, and data acquisition technologies.
Optimize Your Resume: Highlight your relevant technical skills, experience with SCADA systems, and customer service mindset, ensuring your resume is tailored to the role and industry-specific keywords are naturally integrated.
Prepare for Technical Interviews: Brush up on your knowledge of SCADA systems, network protocols, and data acquisition technologies, focusing on hands-on troubleshooting skills and problem-solving strategies. Familiarize yourself with Power Factors' Unity REMS or similar renewable energy management suites, understanding the key features and functionalities of the platform.
Research the Company: Learn about Power Factors' commitment to driving the global transition to clean energy through innovative software solutions and exceptional customer support. Understand the company's culture, values, and approach to technical support and customer success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

🔑 ATS Keywords

Programming Languages & Scripting:

Python, Bash, JavaScript, SQL

Web Technologies & Frameworks:

HTML, CSS, React, Angular, Vue.js

Server Technologies & Platforms:

Linux, Windows, AWS, Azure, GCP, Docker, Kubernetes

Databases:

MySQL, PostgreSQL, MongoDB, Redis

Tools & Methodologies:

Git, JIRA, Agile, Scrum, Kanban, CI/CD, DevOps

Industry-Specific Terms:

SCADA, EMS, RTU, DNP3, Modbus, IEC 60870, renewable energy, solar, wind, energy storage, data acquisition, remote monitoring, network protocols

Soft Skills:

Problem-solving, communication, customer service, teamwork, collaboration, adaptability, continuous learning

Job-Specific Skills:

Technical support, customer success, issue management, troubleshooting, diagnostics, documentation, knowledge sharing, on-call rotations, customer-centric mindset

Customer Technical Support, SCADA and EMS Systems (Philippines)