Job Description

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We are seeking a passionate and technically skilled Customer Support Engineer (ADMS S3 Core - DMS/OMS) to join our high-performing team. In this role, you will be responsible for providing world-class technical support for GE e-terra ADMS and related products, ensuring the stability, performance, and reliability of critical energy distribution systems that power millions of lives.
You will work closely with global customers, engineering teams, and internal stakeholders to resolve complex technical issues, enhance customer satisfaction, and drive operational excellence within smart grid environments.
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Key Responsibilities
Act as the primary technical contact for customers, ensuring timely and effective resolution of ADMS-related issues.
Lead root cause analysis and troubleshooting efforts across system layers--user interface, communication networks, data management, and control systems.
Strategize with customers and internal teams to prevent recurrence of technical issues and improve overall system performance.
Conduct system analysis, installation, and optimization of GE e-terra ADMS and associated applications.
Mentor and guide junior engineers in troubleshooting methodologies and analytical best practices.
Develop and maintain technical documentation, case studies, and knowledge base articles to promote continuous learning and faster issue resolution.
Collaborate with product engineering teams to escalate and resolve product-related challenges effectively.
Participate in on-call rotation to support critical after-hours customer needs.
Maintain compliance with quality and change management processes.
Travel to customer sites as needed to provide onsite support, training, and system assessments.
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Requirements
Must-Have Technical / Functional Skills
Proven expertise in installing, analyzing, and troubleshooting GE e-terra ADMS and related grid management solutions.
Strong background in automated distribution grid orchestration across transmission and distribution domains.
Experience in electrical device modeling and data configuration within ADMS/DMS/OMS environments.
Proficiency in using diagnostic and analysis tools to troubleshoot complex system issues.
Ability to diagnose and resolve intermediate to advanced technical challenges using structured problem-solving methods.
Preferred Qualifications & Attributes
Bachelor's degree in Electrical Engineering, Computer Science, Power Systems, or related field.
5+ years of experience supporting ADMS/DMS/OMS systems in a utility, OEM, or software environment.
Knowledge of SCADA, ICCP, DNP3, IEC 60870, or other grid communication protocols.
Familiarity with Windows and Linux operating systems, networking, and database fundamentals.
Excellent communication, customer engagement, and documentation skills.
A proactive, analytical mindset with a passion for problem-solving and continuous improvement.

Skills Required