Power Management Technical Support Engineer

Position Summary

The Power Management Engineer II provides advanced technical support for Vertiv power systems to domestic and international customers, Customer Engineers, and field personnel. This role serves as the primary escalation point for Technical Support Engineer I team members and acts as a critical interface between field operations, engineering, customers, and logistics to drive timely resolution of complex technical issues.

This position emphasizes independent troubleshooting, advanced root cause analysis, technical documentation, process improvement, and mentoring, while delivering professional customer support with moderate supervision in a fast-paced, high-profile environment.

Product Scope

• Single-phase and three-phase UPS systems 
• Advanced VRLA, VLA, and Lithium-ion battery systems 
• DC power systems 
• Busbar and switchgear products 
• Rack Solutions Equipment
•  Foundational power distribution and critical infrastructure applications

Key Responsibilities

• Provide advanced technical support for domestic and international customers and Customer Engineers 
• Serve as the escalation point for Technical Support Engineer I issues 
• Identify, analyze, and resolve complex UPS system, battery, firmware, and application issues 
• Independently perform root cause analysis on down-unit events using Uptime Tracker, field data, and service history 
• Create, update, and manage cases in Oracle Engagement Cloud 
• Manage cases and technical solutions in accordance with established call center workflows and escalation procedures 
• Perform on-site visits to support critical, escalated, or high-visibility customer issues 
• Support detailed root cause investigations and formal customer-facing reports
• Review and process escalated warranty claims 
• Develop, review, and maintain technical documentation, troubleshooting guides, and internal knowledgebase content (TKO) 
• Support logistics with advanced parts research, alternate component identification, and spare parts validation 
• Mentor, coach, and provide technical guidance to Technical Support Engineer I team members 
• Participate in continuous improvement, Lean, Six Sigma, and operational excellence initiatives 
• Attend advanced product, firmware, and self-development training 
• Maintain company-issued equipment including laptops, test tools, and communication devices 
• Adhere to and model Vertiv safety standards and compliance expectations 
• Complete timecards, service documentation, expense reports, and required reports accurately and on time 
• Perform other duties as assigned 

Autonomy & Decision-Making

• Operates from documented procedures, technical standards, and established best practices 
• Independently resolves non-routine and escalated technical issues 
• Makes sound technical decisions with minimal supervision 
• Escalates safety, design, systemic, or recurring product concerns appropriately 

Knowledge, Skills & Abilities

• Strong knowledge of UPS systems, battery technologies, and critical power infrastructure 
• Advanced electrical circuit understanding and troubleshooting skills 
• Strong customer service communication and interaction skills 
• Excellent written and verbal communication skills 
• Excellent organizational and time management skills 
• Ability to work independently with minimal supervision 
• Ability to mentor and guide junior technical team members 
• Positive attitude and flexibility in a rapidly changing environment 
• Proficient PC skills including Microsoft Office, Oracle systems, and web-based technologies 

Qualifications

• Associate or bachelor’s degree in electrical/electronic engineering, or equivalent experience preferred 
• 3–5 years of experience in power systems, UPS, battery systems, or critical infrastructure support 
• Military technical training may substitute for formal education 
• Demonstrated ability in advanced electrical troubleshooting and root cause analysis
• Field service or advanced technical support experience preferred 

Physical & Environmental Requirements

• Ability to occasionally lift up to 50 lbs 

Working Conditions & Travel

• Reactive, fast-paced, and high-profile environment 
• Participation in after-hours on-call rotation 
• Domestic and international travel as required 
• Flexible schedule including weekends, evenings, and holidays