Job Overview
We are seeking technical, self-motivated professionals to engage with Huubell's Aclara customers in the water, gas and electric utility space to respond to and resolve technical issues with our products. A successful Aclara Technical Support Software Engineering Coordinator develops and maintains a deep understanding of the capabilities and operation of Aclara proprietary software products and related integrations to resolve customer issues or escalates to other internal groups. A critical component of this position is the ability to synthesize and assess data to understand that every customer interaction presents an opportunity to foresee and prevent other related issues in the future. This role will also work to understand various utility business needs, manager systems and integrations, along with leading software update projects. The technical support team is committed to treating our customers as long-term partners. This role is an integral part of that commitment and requires excellent communication skills, motivation to learn, and the drive to help others succeed - both internally and externally.
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A Day In The Life
- Perform system-level updates of Aclara's software products across one or more product lines
- Collaborate internally with colleagues and management across local and remote departments to resolve issues and improve Aclara products
- Manage end-to-end scheduling and communication with Customer during the update process and related projects
- Keep Aclara-supported software on SaaS/Hosted systems updated to versions within contractual obligations
- Troubleshoot software, server and database issues at design and operational levels
- Review and maintain software update process documentation based on customer and Aclara development team requirements
- Develop custom queries and analyze code within SQL Server and Oracle databases to identify and correct unexpected system performance
- Use critical thinking and troubleshooting skills to perform root-cause analyses; use incomplete and evolving information to drive issues to resolution
- Enter and maintain information on customer issues in Aclara's CRM (including all applicable Hubbell systems)
- Take ownership of customer issues and provide consistent updates and communication to customers through resolution
- Understand the audience and communicate technical information to customers in various utility roles (e.g. field, office, management, executive)
Additional Responsibilities:
- Ensure compliance in meeting Aclara’s maintenance agreements through timely response and issue resolution
- Support backup and recovery processes and efforts for Aclara customers
- Perform initial installation and functionality testing on new versions of Aclara's software products
- Perform firmware and configuration updates to Aclara’s products
What will help you thrive in this role?
Required:
- Education and Experience:
- Bachelor’s Degree in an Engineering/Technology field OR
- Associate’s degree in an Engineering/Technology field with two years of related experience OR five years of related experience
- 2-years+ providing excellent customer interactions and technical support
- 2 years + experience within 3 or more of the following:
- Microsoft Windows Server and UNIX/Linux operating systems
- Microsoft Azure and /NET web applications and APIs
- Oracle PL/SQL
- Microsoft SQL Server T-SQL
- Command Line, Powershell, SSH
- Excellent written and verbal communication skills
- Ability to communicate detailed technical information to an audience with various levels of technical understanding
- Self-motivated and able to work effectively alone as well as part of a team
Preferred:
- General knowledge of the power distribution system
- Project coordination and time management skills
- Experience with CT1, MF2, TCP/IP, SFTP, and other networking technology
- Experience with server certificate maintenance
- Experience using LogMeIn, Remote Desktop, and other remote session software
- Experience with Logic Monitor system monitoring tools
Physical Demands:
- Ability to sit or stand for extended periods
- Ability to lift up to 25 lbs
Hubbell Incorporated
Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.
The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.
We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.
Hubbell Utility Solutions
Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.
Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.
The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.