Applications Support Engineer

About the Role

We are seeking a highly motivated Customer Applications Engineer to join our global Premium Support and Application Management team. In this role, you will provide Tier 1 and Tier 2 support for Gridscale X Meter Data Management (formerly EnergyIP MDM) solutions, supporting utility customers in maintaining stable, secure, and high-performing application environments.

You will be responsible for incident management, application administration, service request fulfillment, system monitoring, configuration management, and customer engagement. Acting as a key interface between customers, product teams, and engineering organizations, you will help ensure service excellence and customer satisfaction across critical utility operations.

Key Responsibilities

Customer Support & Incident Management

• Serve as a primary point of contact for customer application support requests.
• Monitor and manage incoming tickets, emails, chats, and service portal requests.
• Investigate, diagnose, and resolve application incidents and service requests.
• Drive tickets to resolution within agreed service level agreements (SLAs).
• Provide regular customer updates and communication throughout the support lifecycle.
• Escalate and coordinate complex issues with Tier 2, Tier 3, and engineering teams.
• Support global handovers across multiple regions and time zones.

Application Management

• Administer application environments, users, permissions, and security settings.
• Perform user account provisioning, access management, and password resets.
• Monitor application health, performance, interfaces, and operational processes.
• Execute routine operational procedures and system health checks.
• Maintain application configurations and operational documentation.
• Support application availability, reliability, and performance objectives.

Problem, Change & Knowledge Management

• Identify recurring issues and contribute to root cause analysis activities.
• Create and maintain problem records and knowledge base articles.
• Support change management processes and configuration updates.
• Test and validate bug fixes, patches, enhancements, and system updates.
• Develop and improve support documentation, procedures, and standard responses.

Continuous Improvement

• Identify opportunities for operational improvements and automation.
• Support development and enhancement of ITIL-based service processes.
• Contribute to service quality initiatives and customer experience improvements.
• Participate in disaster recovery and business continuity activities when required.

Required Qualifications

Technical Experience

• Experience in application support, application management, or technical customer support roles.
• Strong understanding of enterprise software applications and operational support.
• Experience troubleshooting application, system, and integration issues.
• Familiarity with cloud and/or on-premises application environments.
• Experience using ticketing systems such as ServiceNow, Maximo, Remedy, or similar platforms.

Preferred Experience

• Knowledge of Gridscale X Meter Data Management (EnergyIP MDM).
• Experience within the utilities, energy, smart metering, or grid operations sectors.
• Understanding of SaaS, managed services, or enterprise support environments.

Service Management

• Working knowledge of ITIL practices including:
  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfilment
  • Knowledge Management
  • Configuration Management

Skills & Competencies

• Strong analytical and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to both technical and non-technical stakeholders.
• Customer-focused mindset with a commitment to service excellence.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively within global teams.
• Proactive approach to identifying and resolving issues.
• Ability to manage confidential and sensitive information professionally.

Language Requirements

• Fluent English (written and spoken).
• Additional languages such as French, German are highly advantageous.