Customer Solution Consultant, APM

ABOUT POWER FACTORS

Power Factors is a software and solutions provider leading the next generation of clean energy with Unity, one of the most extensive and widely deployed renewable energy management suites (REMS) in the market. With over 300 GW of wind, solar, and energy storage assets managed worldwide across more than 600 customers and 18,000 sites, Power Factors manages 25% of the world’s renewable energy data.

Power Factors’ Unity REMS supports the entire energy value chain, from monitoring and controls to market analytics. The company’s suite of open, data-driven applications empowers renewable energy stakeholders to collaborate, automate critical workflows, and make more informed decisions to maximize asset returns. Energy stakeholders receive end-to-end support, including solutions for SCADA & PPC, centralized monitoring, performance management, commercial asset management, and field service management

.With deep domain expertise, AI-powered insights are delivered at scale so businesses can optimize assets, unlock growth, and make smarter decisions as the world rapidly transitions to clean energy. Power Factors fights climate change with code

.* Outside China and Indi

a
The Ro

leThis role is part of Power Factors' Customer Support organization. You will work in the ticket queue daily, owning and resolving complex customer issues — but you'll do it with a level of technical depth and consultative engagement that goes well beyond traditional suppor

t.As a Customer Solution Consultant, you'll intake customer issues, investigate and resolve technical problems on the Unity APM platform, and serve as an escalation resource for our global Support team on APM-related tickets. You'll sit alongside the engineers who build Unity APM in our Montreal office, giving you direct access to the people and knowledge needed to solve the hardest customer challenge

s.The difference between this role and traditional support is how you work: every customer interaction is an opportunity to diagnose the root cause, not just resolve the symptom. You'll bring technical curiosity and problem-solving rigor to the support queue while ensuring tickets move efficiently and customers experience fast, knowledgeable engagemen

t.
What You'll

DoTicket Queue & Customer Resolut

• ionWork in the support ticketing system daily — intake, triage, and own APM customer issues through to resolut
• ionServe as an escalation resource for the global Support team — when the broader GCO team encounter APM issues beyond L1/L2 capability, you'll take owners
• hipManage a personal caseload of customer issues, maintaining SLA commitments on response time and resolut
• ionEngage customers directly via phone and video as the primary interaction model — diagnose issues in real time, explain findings, and guide customers through soluti
• onsPrioritize and manage your queue effectively, balancing urgent customer needs with thorough investigat

ion
Comply and follow global support operational process for customer issue resolut

ion.Technical Investigation & Problem Sol

• vingInvestigate platform issues by querying databases, analyzing data pipelines, reviewing API integrations, and reproducing customer-reported beha
• viorDevelop and maintain technical expertise on the Unity APM platform as it evolves — this product is in active development, and learning in real time is part of the
• jobDocument solutions, build internal knowledge resources, customer-facing knowledge articles and contribute to troubleshooting playbooks that help the broader Support team handle APM issues more effecti
• velyDevelop and conduct training material and train other support members to increase knowledge on APM solu
• tionCross-functional Collaboration & Product Feed
• backCollaborate with Product Managers and Developers to escalate bugs, validate fixes, and provide customer context that improves the product per defined L3S escalation pro
• cessIdentify patterns across customer issues and translate them into actionable feedback for Product — you'll be a key voice of the customer inside the engineering
• teamPartner with Customer Success on accounts where adoption challenges or configuration issues are driving support vo

lume
Who Yo

• u AreTechnically curious and persistent — you enjoy digging into complex problems, not just routing them to someone
• elseComfortable operating in customer support organization — you see working customer issues as the core of the job, not a distraction fr
• om itA strong communicator who can explain technical concepts to non-technical customers and translate customer pain into actionable engineering fee
• dbackComfortable working across functions — you'll interact with Product, Engineering, Customer Success, and customers
• dailySelf-directed and proactive — this is a new team and you'll help shape how it operates, not follow a pre-built pla
• ybookA fast learner who thrives in environments where the product and the problems evolve qu
• icklyGenuinely interested in renewable energy and the impact of the
• workPassion for delighting customers with best in class exper

ience
Qualific

ationsReq

• uired:5+ years in a technical customer-facing role — solutions engineering, technical support engineering, technical consulting, professional services, or s
• imilarStrong data analysis skills: comfortable writing SQL queries, working with large datasets, and using data to diagnose
• issuesExperience troubleshooting SaaS platforms: API integrations, data pipelines, platform configuration, user wor
• kflowsDemonstrated ability to manage a personal caseload of customer issues with SLA accountability — not just participating in resolution, but own
• ing itExcellent written and verbal communication in E

nglishStrongly Pref

• erred:Experience in renewable energy, utilities, energy technology, or industrial IoT — understanding of asset management, SCADA systems, or performance monitoring is highly va
• luableFamiliarity with asset performance management concepts: availability calculations, energy production metrics, alarm management, portfolio ana
• lyticsExperience working directly with Product/Engineering teams to resolve customer

issues
Nice t

o Have:• Exposure to SCADA, OT networks, or telemetry

systems• Experience with data visualization tools (Grafana, Tableau, Power BI) or monitoring pl

atforms• Exposure to Python, REST APIs, or scripting for data invest

igation• Background in technical training or customer ena

blement
Work Environment &

LocationThis role is based in our Montreal office, where you'll sit alongside Power Factors' APM Product and Engineering teams. The in-office environment is core to the role — the value of this position comes from the daily, informal collaboration with the people who build the product. You'll overhear conversations about upcoming releases, join impromptu troubleshooting sessions, and build relationships that make escalation paths faster and more effective than any ticketing

system.• In-office 5 days per week requi

red[KP1]• Flexible work-from-home options assessed based on performance and team needs after initial 1

2 months• Standard business hours aligned with North American customers, with occasional flexibility/on-call cycle

required
Why

• This RoleYou'll help build something new — this team doesn't exist yet, and you'll shape how it works fro
• m day oneDirect impact on customer outcomes — the problems you solve directly improve how renewable energy asset
• s performEmbedded with Product/Engineering — you won't be isolated in a support silo; you'll be part of the product developm
• ent cycleClean energy mission — Power Factors manages over 300 GW of renewable energy assets globally; the wor
• k mattersGrowth path — as the team scales, early hires will have opportunities to specialize, lead, and define the
• functionReal ownership from day one — you'll carry your own caseload and see the direct impact of your work on customer

outcomes
We are an Equal Opportunit

y EmployerPower Factors is committed to building a diverse and inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veter

an status.