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Technical Support Engineer III (Hybrid: Boston, MA - US)

Boston, Massachusetts, United States

Interested in joining a growing company where you will work with talented colleagues, enhance a supportive and energetic culture, and be part of the climate solution? At Energy Solutions, we focus on the big impacts. And we believe that market-based programs can be a powerful force to deliver large-scale energy, carbon, and water-use savings. Since 1995, we’ve harnessed that power to offer proven, performance-based solutions for our utility, government, and institutional customers.

We are currently seeking an experienced Technical Support Engineer III to join our Information Systems Team. The Technical Support Engineer III serves as a senior technical expert and escalation point responsible for resolving complex customer issues, driving technical excellence across the support organization, and influencing product and engineering improvements. They combine deep technical knowledge with exceptional communication skills to deliver a world-class customer experience while mentoring junior engineers and shaping support best practices. 

To ensure success, you should be proficient in debugging and resolving technical issues, managing multiple tasks, have strong research and communication skills, and have the ability to work on your own and as part of a team. This position will report to the Software Support Manager 

This is a hybrid work opportunity.  At Energy Solutions, this means working onsite at one of our offices for a minimum of 1 day/week. ES has offices in Oakland, CA, Orange, CA, Portland, OR, Chicago, IL, and Boston, MA. 

 

Responsibilities include but are not limited to: 

  • Manages a high volume of complex cases while balancing urgent escalations and proactive backlog reduction.
  • Coordinates cross-team resources to accelerate resolution for critical or systemic issues.
  • Managing and maintaining infrastructure, networks, servers, and software applications. 
  • Collecting, storing, managing, and analyzing large volumes of data generated from various sources within the company, ensuring data quality, security, and accessibility.
  • Automating routine and manual business processes using software solutions, workflow tools, and Robotic Process Automation(RPA) to improve efficiency, reduce errors and streamline operations across departments.
  • Serve as a trusted technical advisor translating complex technical findings into clear, actionable information. 
  • Guide and mentor Junior Technical Support Engineer through coaching, workflow support and review of troubleshooting approaches, documentation and customer communication. 
  • Authors detailed troubleshooting guides, runbooks and post-mortems for high-impact incidents. Acts as a quality gate for knowledge base accuracy, ensuring documentation is complete, technically sound and usable by all support tiers. 

 

Minimum Qualifications:

  • Minimum 8 years of experience in a software product support role.
  • Experience supporting Cloud and API applications.
  • Intermediate/Advanced experience with Python scripting.
  • Proven ability to execute database data queries and updates.
  • Excellent communication and customer service skills.
  • Proven experience of training and mentoring junior staff

 

Preferred Qualifications:

  • Bachelors degree in computer science, Information Technology or related field.
  • Experience with Mendix Platform.
  • Experience in Programming.

 

The salary range for this role is $95,000 – $125,000, with a target compensation of $118,000 - $120,000 based on experience and qualifications.

 

Compensation is commensurate with experience and includes a generous retirement package. Energy Solutions provides an excellent benefits package including medical, dental and vision insurance, other pre-tax contribution plans and an Employee Stock Ownership Plan (ESOP).

AI Use

At Energy Solutions we believe in the importance of authentic interactions and equitable opportunities. We base our candidate selection on one’s own skills, knowledge, and experience. To ensure the integrity and fairness of our interview process, the use of artificial intelligence (AI) tools (including Generative AI) or other means to generate or assist with responses during interviews is strictly prohibited. This practice supports our commitment to create a transparent and equitable space where skills, knowledge and experience skills can truly shine.

Equal Opportunity Employer

Energy Solutions is an affirmative action-equal opportunity employer and prohibits discrimination and harassment of any type. We afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristics protected by law. Energy Solutions conforms to the spirit as well as to the letter of all applicable laws and regulations.

Office Locations and a Remote Workforce

Energy Solutions operates as a predominantly remote workforce with offices in  six different locations. Employees who reside within 40 miles of an office (except New York) will be assigned to that location, though in-office attendance requirements may vary by team. At this time, we are not accepting applications from candidates residing in the following states: Delaware, Kentucky, Mississippi, Montana, Nebraska, North Dakota, and Wyoming.

Background Check Information

Information will be requested to perform the compulsory background check. A drug screen and authorization to work in the U.S. indefinitely are preconditions of employment. Energy Solutions is an equal opportunity employer.

Reasonable Accommodations 

Energy Solutions is committed to providing access and reasonable accommodation for individuals with disabilities. If you require accommodations in completing this application, interviewing, and/or completing any pre-employment testing, or otherwise participating in the employee selection process, please email accommodation@energy-solution.com.

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