Job Description

Position Overview:
Critical Power Group (CPG) is seeking a skilled and customer-focused Technical Support Specialist – Power Systems to provide remote technical assistance for our mission-critical power solutions. In this role, you will diagnose and resolve issues, guide clients through troubleshooting processes, and collaborate with internal teams to ensure optimal system performance. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping clients.

Key Responsibilities:

• Provide remote technical support to clients for Uninterruptible Power Supplies (UPS), Power Distribution Units (PDUs), generators, and other critical power systems.
• Troubleshoot and resolve system issues, offering step-by-step guidance to clients and coordinating with on-site teams when necessary.
• Collaborate with engineering and field service teams to escalate and resolve complex technical challenges.
• Maintain detailed records of support requests, resolutions, and client interactions in the CRM system.
• Develop and update technical documentation, FAQs, and support guides to assist clients and improve service efficiency.
• Stay current on CPG’s products and industry trends to provide accurate and effective support.
• Conduct virtual training sessions for clients to enhance their understanding of system operations and maintenance.
• Identify recurring issues and provide feedback to product and engineering teams to improve system reliability and design.

Qualifications:

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or a related technical field (or equivalent experience).
• 3+ years of experience in technical support, field service, or a similar role in critical power systems or data center environments.
• Strong knowledge of UPS systems, PDUs, generators, and related equipment.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong verbal and written communication skills for clear and effective client interactions.
• Proficiency in remote support tools, CRM software, and basic diagnostic software.
• Self-motivated and able to manage multiple support requests simultaneously.
• Industry certifications (e.g., CompTIA Server+, Certified Data Center Professional) are a plus.

Compensation:

• Base Salary: $60,000 - $80,000 annually (depending on experience and qualifications).
• Benefits: Comprehensive benefits package, including health insurance, retirement plans, paid time off, and opportunities for professional development.

Location: Fully Remote (Available to work during standard business hours in the Mid-Atlantic Region)
Employment Type: Full-Time

Job Tags

Similar Jobs