Application Support Engineer

About Energy Exemplar

In an era where the world is rapidly advancing towards a cleaner future through decarbonization, stakeholders from across the entire energy value chain are having to navigate the complexities of the energy ecosystem. We seek to enable our customers to do so with confidence.

Our mission: Empowering Transformative Energy Decisions.

Founded in 1999 in Adelaide, Australia, Energy Exemplars award-winning PLEXOS modeling and simulation software is trusted by innovative organizations across the globe. On one unified platform, stakeholders from across the entire energy value chain are revolutionizing the energy ecosystem and seamlessly planning for the future of energy with unprecedented clarity, speed, and innovation.

Our impact is global and is being recognized across the industry:

• Finalist for the 2024 Reuters Global Energy Transition Awards in the 'Technologies of Change' category
• Finalist for the 2024 Go:Tech Awards in the 'Most Innovative Use of Technology category
• 2022 USEA/USAID Corporate Volunteer of the Year
• 2022 Impact Award Winner for our impact on the energy industry and the current energy transition

Energy Exemplar has grown significantly over the past few years, and we are continuing to do so at around 30% year on year. We don't just celebrate the excellence of our products but champion the quality of our people. They own their outcomes and perform to their best every day. Thats what makes us who we are and a great place to work. Our core values Customer Success, One Global Team, Integrity and Ownership and Innovation Excellence reflect the way we work and are always at the forefront of everything we do.

About the Position

Work Type: Hybrid (3 days a week in office)

This role is open for both locations

Office Address: Energy Exemplar, WeWork 12A-106, Salarpuria Magnifica, Old Madras Road, Bengaluru, 560016

OR

Office Address: WeWork Futura 04-121, Magarpatta Rd, Kirtane Baugh, Pune, Hadapsar, 411028,

India

This role is centered on providing frontline software products support for consultants and customers using the Energy Exemplar ISO product, handling both tier 1 and 2 triage for general issues and questions. The position involves installing, implementing, and configuring the software, while building long-lasting relationships as a trusted advisor to clients. Key responsibilities include system analysis to troubleshoot product functionality, analyzing data to solve problems independently, and collaborating with internal teams to deliver optimal solutions. This position requires the ability to articulate technical information to both technical and non-technical audiences, while ensuring ongoing service delivery and project milestones are met.

• Provide software products frontline technical support to customers and consultants using the Energy Exemplar ISO product, resolving general issues and queries at a tier 1 and 2 level
• Build and maintain strong client relationships, acting as a trusted advisor to help optimize their use of the enterprise solution.
• Collaborate with internal teams, including Software Development, Implementation/Delivery, and Product Management, to address customer needs and provide the best solutions.
• Analyze data and system performance in Azure SQL to identify recurring issues, recommend improvements, and contribute to long-term resolutions.
• Prepare and present regular support reports, including key metrics and status updates, to both internal stakeholders and clients.
• Manage assigned client relationships and act as a key contact for their application landscape, ensuring an expert-level understanding of their systems.
• Be accountable for identifying trends in customer incidents, providing proactive solutions, and escalating issues to management when necessary.

Technical Requirements & Qualifications

• Proficient SQL Knowledge: Expertise in Transact-SQL (T-SQL) and PL/SQL for efficient database management, complex query writing and data analysis for technical customer support.
• Technical Adaptability: Demonstrated experience in or eagerness to develop skills in Python for data transformation, automation and analysis.
• API Testing: Experience in testing RESTful APIs, SOAP APIs, integration using Postman, Swagger and other web services
• Good to have: MS PowerBI, Azure Cloud, Azure DevOps, CI/CD pipeline for deploying microservices to Azure Kubernetes Service (AKS)
• Communication skills: Ability to follow written and oral instructions, create standardized documents, and communicate technical concepts to non-technical audiences.
• Computer Science or Engineering background preferred

Desired but not required

• Energy Power Market Knowledge: Familiarity with the dynamics and regulations of energy markets, particularly in the context of ISO and RTO operations Power Settlements Knowledge
• Power Settlements Knowledge: Experience or understanding of power market settlements, transaction processing, and related financial systems.
• Microsoft Azure Ecosystem knowledge: Understanding of Azure cloud services, infrastructure, and how they integrate into enterprise software solution

Energy Exemplar is an equal opportunities employer and we value your unique identity and perspective. We are fully committed to providing and fostering a workplace that reflects the diversity of society. Bring your authentic self and help us build an inclusive world together! To support you in being the best version of yourself during the application and interview process, please let us know if you have any specific requirements.