Sr Product Services Engineer

Requisition ID:  96180 

NextEra Analytics offers energy consulting services using industry-leading scientific analysis for planning, siting, forecasting and optimizing all forms of energy projects. Our optimization and analytics platforms integrate open-source technologies to leverage massive, diverse sets of utility operating data. This enables rapid development of operational solutions. Applying expertise in advanced mathematics, data and physical sciences, we solve some of the hardest problems facing the energy industry.
 

Position Specific Description

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Research and analyze customer pain points by replicating and testing the issue in the sandbox environment
• Conduct investigative work and trace root cause back as either a system defect, product enhancement or change management issue
• Collaborate with the broader product team to diagnose software performance or algorithm performance issues leading to customer dissatisfaction
• Contribute to minor code and script changes and deploy hotfixes for class II engineering changes.
• Work with product owners to prioritize system enhancements or break/fix issues.  Participate in Sprint planning and user acceptance testing prior to release.
• Work with software engineering to troubleshoot and test system enhancements
• Contribute to the development and update of the Customer Knowledge database for common requests.
• Ensure continuous improvement to operational and customer satisfaction metrics