Technical Success Engineer

Crawford Thomas Recruiting

Baltimore, MD

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JOB DETAILS

SALARY

$80,000–$90,000 Per Year

SKILLS

Analysis Skills, Building Systems, Cloud Computing, Commission Controls, Communication Skills, Communications Protocols, Customer Relations, Documentation, Electrical Components, Electricity, Environmental Monitoring, Facilities Management, Home Automation, Identify Issues, Internet of Things, Leadership, Network Software, On Site Support, Organizational Skills, Performance Management, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Reliability Engineering, Reporting Skills, Resolve Customer Issues, Root Cause Analysis, Software as a Service (SaaS), Supervisory Control and Data Acquisition (SCADA), Switchgear, Systems Reliability, Technical Support, Writing Skills

LOCATION

Baltimore, MD

POSTED

3 days ago

Salary:
$80k-$90k+About the Company

Our client is a leading provider of electrical power monitoring and energy intelligence solutions. Their platform delivers real-time visibility into electrical infrastructure, helping organizations monitor critical systems, improve reliability, and make informed operational decisions. They partner closely with their customers to ensure they maximize the value of their monitoring systems long after implementation is complete.

Position Summary

They are seeking a Technical Success Engineer to serve as the lead from the start through implementation and continued improvement. This role bridges the gap between their software platform, field personnel, electrical contractors, and customer stakeholders to ensure the platform has been deployed, is operating correctly, and customer issues are resolved quickly on an ongoing basis.

Rather than implementing new systems, you'll focus on troubleshooting, diagnosing problems, coordinating with multiple teams, and driving issues to resolution. Whether it's identifying why a breaker status is reporting incorrectly, tracing a communication issue from the platform to the field device, or coordinating with an electrician to verify equipment, you'll take ownership until the customer has a solution.

The ideal candidate is equally comfortable discussing technical issues with electricians and engineers as communicating updates to facility managers, project managers, and executive leadership.

Key Responsibilities

Serve as the lead project manager for major client, ensuring their needs are met and all activities remain on track.
Serve as the primary technical point of contact for customers following system deployment.
Investigate and troubleshoot issues related to their client's monitoring platform, field devices, communications, and electrical equipment.
Diagnose problems by tracing issues from the software platform through the network and into the field.
Coordinate with customers, electricians, contractors, and internal engineering teams to identify root causes and implement solutions.
Own customer issues from initial report through final resolution, ensuring nothing falls through the cracks.
Monitor customer environments and proactively identify opportunities to improve system performance and reliability.
Translate technical findings into clear, actionable updates for both technical and non-technical stakeholders.
Maintain detailed documentation of issues, resolutions, and customer communications.
Build trusted relationships with customers by providing responsive technical support and exceptional service.

Required Qualifications

Strong project management skills with the curiosity to find better ways-through both systems and people-to keep projects organized and continue delivering for their clients.
Experience supporting electrical monitoring systems, industrial automation, building systems, controls, or similar technical environments.
Strong understanding of electrical distribution equipment, switchgear, breakers, metering systems, or power monitoring.
Excellent troubleshooting and root-cause analysis skills.
Ability to coordinate multiple stakeholders while driving issues to completion.
Strong verbal and written communication skills with the ability to communicate effectively at all organizational levels.
Highly organized with a strong sense of ownership and accountability.

Preferred Qualifications

Experience with SCADA, BMS/BAS, EMS, power monitoring, or Industrial IoT platforms.
Background working with electrical contractors, commissioning teams, controls integrators, or field service organizations.
Experience supporting SaaS or cloud-based monitoring platforms.
Familiarity with Modbus, BACnet, or other industrial communication protocols is a plus.

Ideal Candidate

This role is ideal for someone with strong project management skills who enjoys solving complex technical problems and taking ownership of customer success. You're naturally curious, methodical in your troubleshooting, and persistent in following issues through to resolution.

You communicate effectively with everyone-from field technicians and electricians to facility managers and executives-and thrive in an environment where technical expertise and customer service are equally important.

If you're the type of person who refuses to let an issue go unresolved and enjoys connecting the dots between software, hardware, and field operations, we'd love to hear from you.

Technical Success Engineer

Crawford Thomas Recruiting

Baltimore, MD

About the Company

Crawford Thomas Recruiting

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