📍 Job Overview

Job Title: Technical Support Engineer
Company: Hitachi Energy USA Inc
Location: Houston, Texas, United States
Job Type: Full-time, On-site
Category: Technical Support, Infrastructure
Date Posted: 2025-06-11

🚀 Role Summary

Provide first-line technical support to customers using Hitachi Energy's advanced Network Manager SCADA/EMS/GMS/DMS systems.
Troubleshoot and resolve support tickets and service requests, delivering service packs and software corrections as needed.
Collaborate with customers to understand and solve their issues, while maintaining high standards of safety, integrity, and accountability.
Contribute to a positive, team-oriented work culture that values innovation, collaboration, and customer success.

📝 Enhancement Note: This role requires a strong problem-solving mindset, excellent communication skills, and the ability to work effectively in a global, remote-support environment. Familiarity with Hitachi Energy's Network Manager and understanding of Linux/Windows servers and networking equipment will be highly beneficial.

💻 Primary Responsibilities

Customer Support: Provide first-line technical support to customers using Hitachi Energy's Network Manager SCADA/EMS/GMS/DMS systems.
Troubleshooting: Troubleshoot and resolve support tickets and service requests, delivering service packs and software corrections as needed.
Collaboration: Collaborate with customers to understand their issues and provide tailored solutions.
Defect Reporting: Identify and report product defects to contribute to continuous improvement.
Teamwork: Share expertise and support team members to maintain high standards of safety, integrity, and accountability.
Cultural Contribution: Contribute to a positive, team-oriented work culture that values innovation, collaboration, and customer success.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work effectively in a global, remote-support environment. Familiarity with Hitachi Energy's Network Manager and understanding of Linux/Windows servers and networking equipment will be highly beneficial.

🎓 Skills & Qualifications

Education: A Bachelor’s or Master’s degree in Software, Computer, or Power Engineering (or equivalent experience) is required.

Experience: Proven experience with SCADA/EMS systems is essential. Familiarity with Hitachi Energy's Network Manager is a strong plus, as is understanding of Linux/Windows servers and networking equipment.

Required Skills:

Strong problem-solving and communication skills
Ability to work effectively in a global, remote-support environment
Familiarity with SCADA/EMS systems
Understanding of Linux/Windows servers and networking equipment (advantageous)

Preferred Skills:

Experience with Hitachi Energy's Network Manager
Knowledge of power systems and energy management
Familiarity with software development processes and quality assurance

📝 Enhancement Note: While a degree in a relevant field is required, Hitachi Energy values practical experience and proven skills. Candidates with a strong background in technical support, SCADA/EMS systems, and a willingness to learn are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your problem-solving skills through case studies or examples of support tickets you've resolved.
Showcase your understanding of SCADA/EMS systems and any relevant experience with Hitachi Energy's Network Manager.
Highlight your communication skills through customer testimonials or examples of successful collaboration.

Technical Documentation:

Provide documentation of your past support projects, including the issues faced, the solutions implemented, and the outcomes achieved.
Include any relevant technical documentation, such as network diagrams, system configurations, or software correction notes.

📝 Enhancement Note: As this role focuses on technical support rather than web development, a traditional web portfolio may not be required. Instead, focus on demonstrating your problem-solving skills, understanding of SCADA/EMS systems, and communication abilities through relevant case studies and documentation.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Houston, Texas, typically falls between $70,000 and $90,000 per year, based on experience and qualifications. This estimate is derived from regional market data and industry standards for technical support roles in the energy sector.

Benefits:

Comprehensive medical, dental, and vision insurance
Retirement savings plans with company match
Paid time off and holidays
Employee assistance programs
Training and development opportunities
Employee discounts on Hitachi products and services

Working Hours: This role operates on a standard 40-hour workweek, with flexibility for remote support and maintenance windows as needed.

📝 Enhancement Note: While Hitachi Energy offers competitive compensation and benefits packages, the specific details may vary based on individual circumstances and company policies. It is recommended to confirm the benefits package with the hiring manager or HR representative during the application process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Hitachi Energy operates in the energy sector, focusing on power grids, power electronics, and industrial systems. This role will involve supporting critical infrastructure and advanced energy management systems.

Company Size: As a global leader in the energy sector, Hitachi Energy employs over 34,000 people worldwide. This size offers opportunities for career growth and exposure to diverse projects and technologies.

Founded: Hitachi Energy was founded in 2020 as a spin-off from Hitachi ABB Power Grids, building on a rich history of innovation and expertise in the energy industry.

Team Structure:

The technical support team consists of experienced professionals who collaborate closely to provide exceptional customer service.
The team is organized around specific product lines, with each member specializing in one or more systems, including SCADA/EMS/GMS/DMS.
The team works closely with other departments, such as product development, quality assurance, and sales, to ensure customer satisfaction and continuous improvement.

Development Methodology:

Hitachi Energy follows Agile methodologies for product development, with a focus on iterative improvement and customer feedback.
The technical support team uses ticket management systems to track and resolve customer issues, with a focus on first-contact resolution and customer satisfaction.
The team adheres to strict quality and safety standards, ensuring that all support activities are conducted in compliance with relevant regulations and industry best practices.

Company Website: Hitachi Energy

📝 Enhancement Note: Hitachi Energy values innovation, collaboration, and customer success. The company fosters a culture of continuous learning and improvement, providing opportunities for professional growth and development.

📈 Career & Growth Analysis

Technical Support Career Level: This role is positioned at the intermediate level within the technical support career path. It offers opportunities for growth into senior support roles, team leadership positions, or specialized technical expert roles.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager, who oversees the team's activities and ensures customer satisfaction.

Technical Impact: This role has a direct impact on customer satisfaction and the overall performance of Hitachi Energy's advanced energy management systems. By providing exceptional technical support, the Technical Support Engineer helps ensure the reliability and efficiency of critical infrastructure.

Growth Opportunities:

Technical Expertise: Develop deep expertise in Hitachi Energy's Network Manager and other advanced energy management systems, becoming a go-to resource for technical support and troubleshooting.
Team Leadership: Demonstrate strong leadership skills and take on a mentoring role within the technical support team, helping to develop the skills and knowledge of junior team members.
Specialization: Pursue specialized roles within the technical support organization, such as a focus on specific product lines or industry verticals.

📝 Enhancement Note: Hitachi Energy offers a range of career development opportunities, including technical training, mentoring programs, and internal mobility. The company values employee growth and encourages individuals to pursue their career aspirations within the organization.

🌐 Work Environment

Office Type: The Houston office is a modern, collaborative workspace designed to facilitate teamwork and innovation. It features open-plan workspaces, meeting rooms, and breakout areas for informal discussions and team-building activities.

Office Location(s): The Houston office is located in the Briarpark area, with easy access to major highways and public transportation. The office is also close to a variety of amenities, including restaurants, shops, and recreational facilities.

Workspace Context:

Collaboration: The open-plan workspace encourages collaboration and knowledge-sharing among team members, with plenty of opportunities for informal discussions and idea-sharing.
Equipment: The office is equipped with modern hardware and software tools, including high-performance workstations, multiple monitors, and specialized software for technical support and troubleshooting.
Flexibility: The office offers flexible working arrangements, with the option to work from home or other remote locations as needed to support customer requirements.

Work Schedule: The standard workweek is Monday to Friday, with flexibility for remote support and maintenance windows as needed. The office is typically open from 8:00 AM to 5:00 PM, with extended hours available as needed to support customer requirements.

📝 Enhancement Note: Hitachi Energy fosters a flexible and inclusive work environment, with a strong focus on work-life balance and employee well-being. The company offers a range of flexible working arrangements to support the needs of its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your application, experience, and fit for the role.
Technical Assessment: A hands-on assessment of your technical support skills, focusing on your ability to troubleshoot and resolve customer issues using Hitachi Energy's Network Manager and other relevant tools.
Behavioral Interview: A structured interview focusing on your problem-solving skills, communication abilities, and cultural fit within the technical support team.
Final Interview: A meeting with the Technical Support Manager to discuss your career aspirations, growth opportunities, and next steps in the hiring process.

Portfolio Review Tips:

Focus on case studies and examples that demonstrate your problem-solving skills, understanding of SCADA/EMS systems, and ability to communicate effectively with customers.
Highlight any relevant experience with Hitachi Energy's Network Manager or other advanced energy management systems.
Be prepared to discuss your approach to technical support, including your strategies for troubleshooting, issue resolution, and customer communication.

Technical Challenge Preparation:

Familiarize yourself with Hitachi Energy's Network Manager and other relevant systems, focusing on their features, functionality, and common issues.
Brush up on your Linux/Windows server and networking equipment knowledge, as understanding these systems will be essential for troubleshooting and issue resolution.
Prepare for a hands-on assessment of your technical support skills, focusing on your ability to diagnose and resolve customer issues in a timely and efficient manner.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.

📝 Enhancement Note: Hitachi Energy's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the technical support team. By preparing thoroughly and focusing on your strengths, you can demonstrate your value as a candidate and increase your chances of success.

🛠 Technology Stack & Web Infrastructure

SCADA/EMS/GMS/DMS Systems:

Hitachi Energy's Network Manager
Other relevant systems, such as GE Digital's Proficy HMI/SCADA, Siemens' PCS 7, or Rockwell Automation's FactoryTalk View SE

Server Technologies:

Linux (Ubuntu, Red Hat, SUSE)
Windows Server
Virtualization platforms (VMware, Hyper-V)

Networking Equipment:

Cisco routers and switches
Juniper routers and switches
Other relevant networking equipment, such as firewalls, load balancers, and wireless access points

Support Tools:

Ticket management systems (ServiceNow, BMC Remedy, JIRA Service Desk)
Remote access tools (TeamViewer, Remote Desktop, SSH)
Monitoring tools (SolarWinds, Nagios, Zabbix)

📝 Enhancement Note: While this role focuses on technical support rather than web development, a strong understanding of relevant SCADA/EMS/GMS/DMS systems, server technologies, and networking equipment is essential for success. Familiarize yourself with these technologies and be prepared to discuss their features, functionality, and common issues during the interview process.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and strive to exceed expectations in every interaction.
Continuous Learning: Stay up-to-date with the latest technologies, industry trends, and best practices to ensure the highest level of technical support.
Collaboration: Work closely with team members, other departments, and external partners to ensure the success of Hitachi Energy's customers.
Accountability: Take ownership of your responsibilities and strive for excellence in all aspects of your work.

Collaboration Style:

Cross-functional Integration: Work closely with other departments, such as product development, quality assurance, and sales, to ensure customer satisfaction and continuous improvement.
Peer Support: Collaborate with team members to share expertise, troubleshoot complex issues, and maintain high standards of technical support.
Knowledge Sharing: Contribute to a culture of continuous learning and improvement by sharing your knowledge and experiences with team members and other departments.

📝 Enhancement Note: Hitachi Energy fosters a culture of collaboration, continuous learning, and customer focus. By embracing these values and working closely with team members and other departments, you can contribute to the success of the technical support team and the wider organization.

⚡ Challenges & Growth Opportunities

Technical Challenges:

System Complexity: Hitachi Energy's advanced energy management systems can be complex, with numerous components and interdependencies. Be prepared to troubleshoot and resolve issues that span multiple systems and require a deep understanding of the underlying technologies.
Customer Expectations: Customers expect high levels of technical support, with fast response times and efficient issue resolution. Be prepared to meet and exceed these expectations in a fast-paced, dynamic environment.
Global Support: Hitachi Energy's customers operate in diverse regions and time zones, requiring the technical support team to provide 24/7 coverage and support. Be prepared to work flexible hours and collaborate with team members across different time zones.

Learning & Development Opportunities:

Technical Training: Hitachi Energy offers a range of technical training opportunities, including online courses, workshops, and on-the-job training. These programs are designed to help you develop your skills and advance your career within the technical support organization.
Conferences & Events: Attend industry conferences and events to stay up-to-date with the latest technologies, best practices, and trends in the energy sector. Hitachi Energy may provide financial support or other resources to help you attend these events.
Mentorship: Seek out mentors within the technical support team or other departments to gain insights into their experiences, perspectives, and career development strategies. Hitachi Energy encourages a culture of mentorship and knowledge-sharing.

📝 Enhancement Note: Hitachi Energy's technical support role presents a range of challenges and growth opportunities. By embracing these challenges and seeking out learning and development opportunities, you can grow your skills, advance your career, and make a meaningful impact on the success of the technical support team and the wider organization.

💡 Interview Preparation

Technical Questions:

System Knowledge: Demonstrate your understanding of Hitachi Energy's Network Manager and other relevant SCADA/EMS/GMS/DMS systems, including their features, functionality, and common issues.
Troubleshooting: Walk through a hypothetical customer issue, explaining your approach to diagnosis, resolution, and communication with the customer.
Problem-Solving: Solve a series of technical puzzles or brain teasers that test your logical reasoning, analytical skills, and ability to think critically under pressure.

Company & Culture Questions:

Company Understanding: Demonstrate your understanding of Hitachi Energy's business, industry, and competitive landscape, as well as the company's mission, vision, and values.
Team Fit: Explain how your skills, experiences, and personal qualities align with the technical support team's values and culture, and how you can contribute to the team's success.
Customer Focus: Describe your approach to customer support, including your strategies for understanding customer needs, exceeding expectations, and building strong, long-lasting relationships.

Portfolio Presentation Strategy:

Case Studies: Present case studies or examples of your past support projects, highlighting your problem-solving skills, understanding of SCADA/EMS systems, and ability to communicate effectively with customers.
Technical Deep Dive: Prepare a deep dive into a specific technical topic, such as a complex issue you've resolved, a new feature you've implemented, or a system optimization you've achieved. Be prepared to discuss the technical details, your approach, and the outcomes.
Customer Testimonials: Include customer testimonials or references that highlight your technical expertise, communication skills, and ability to deliver exceptional customer service.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit Your Application: Click on the "Apply" button on the job posting to submit your application through the Hitachi Energy careers portal.
Tailor Your Resume: Highlight your relevant experience with SCADA/EMS systems, technical support, and any familiarity with Hitachi Energy's Network Manager. Include specific examples of your problem-solving skills, communication abilities, and customer-focused approach.
Prepare Your Portfolio: Focus on case studies and examples that demonstrate your problem-solving skills, understanding of SCADA/EMS systems, and ability to communicate effectively with customers. Include any relevant experience with Hitachi Energy's Network Manager or other advanced energy management systems.
Research the Company: Familiarize yourself with Hitachi Energy's business, industry, and competitive landscape, as well as the company's mission, vision, and values. Be prepared to discuss your understanding of the company and how you can contribute to its success during the interview process.

📝 Enhancement Note: Hitachi Energy's application process is designed to assess your technical skills, problem-solving abilities, and cultural fit within the technical support team. By tailoring your resume, preparing your portfolio, and researching the company, you can demonstrate your value as a candidate and increase your chances of success.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support, infrastructure, and energy management roles.
Include SCADA/EMS/GMS/DMS systems, server technologies, and networking equipment relevant to the role.
Emphasize problem-solving skills, customer communication, and technical support best practices.
Address the unique challenges and growth opportunities presented by technical support roles in the energy sector.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, system configurations, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute technical support and energy management-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and energy sector specialization.

Industry Expertise:

Include specific SCADA/EMS/GMS/DMS systems, server platforms, and infrastructure tools relevant to the role.
Address technical support career progression paths and growth opportunities in the energy sector.
Provide tactical advice for portfolio development, live demonstrations, and project case studies focused on technical support and energy management.
Include energy sector-specific interview preparation and coding challenge guidance.
Emphasize problem-solving methods, customer communication, and energy management best practices.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and energy management industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals in the energy sector.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize problem-solving skills, customer communication, and energy management best practices.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Address common issues, troubleshooting techniques, and customer communication strategies relevant to energy management systems.
Focus on problem-solving skills, energy management system understanding, and communication abilities through relevant case studies and documentation.
Include technical presentation skills and stakeholder communication for energy management projects.

Avoid:

Generic business jargon not relevant to technical support or energy management roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, energy management, or customer experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for candidates seeking technical support and energy management opportunities and preparing for technical interviews in the energy sector.

Technical Support Engineer