ETAP · India
Global Support Engineer - DERMSSolutions
Location: New Delhi, India
We are building ETAP's Global Support Group — a globally distributed, domain-specialized support organization designed to be the technical backbone behind ETAP's real-time control and automation systems deployed worldwide. This is not a project execution role. It is something different, and for the right person, more interesting.
As a Global Support Engineer for DERMS Global Solutions, you will be ETAP's first line of technical support for intelligent load shedding and generation control systems across global clients — utilities, industrial facilities, generation plants, and critical infrastructure operators in the US, Latin America, the Middle East, Europe, India, Asia Pacific and Australia. Where project execution means delivering one system at a time, this role means your work supports every customer running these solutions, everywhere.
Your core domain is ETAP's real-time automation and control suite: Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC). These are your specialty, and you will own them with depth. You will also provide broader support across the DERMS solution portfolio, including microgrid and power plant control systems where global support coverage is needed. You will work through a structured ticket system, coordinating with global technical leads and regional teams, anchoring DERMS support out of India.
If you have built your technical depth delivering these systems in the field and want to take it global, this is that role.
Responsibilities - You will do:
Own and resolve Level 1 support tickets for ETAP real-time automation and control solutions globally — with Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) as your core domain — through Jira, with a target 24-hour response and resolution discipline on standard incidents.
Perform systematic first-line diagnosis: reproduce the reported issue, isolate the root cause, determine whether it is configuration, integration, or product-level, and resolve or route accordingly before any escalation.
Troubleshoot ILS schemes including load preservation, load restoration, and load shedding validation logic, as well as AGC functions including load frequency control, area control error, and generator power sharing behavior.
Provide broader DERMS portfolio support, including microgrid (uGrid) and power plant control fundamentals, to maintain global support coverage across the solution family.
Communicate resolution, root cause, and next steps clearly and professionally to global clients and regional teams — in English, in writing, without ambiguity.
Maintain and expand the Global Support knowledge base by documenting recurring issues, confirmed root causes, resolutions, and workarounds for reuse across the team.
Provide complete pre-diagnosis before escalating to Level 2 — cases that reach the next level must arrive with a clear incident summary, reproduction steps, findings, and your assessment of what the issue is and is not.
Coordinate with Global Support leadership on ticket queue priorities, status visibility, and escalation decisions.
Requirements - You need to have:
Advanced English proficiency (C1 or higher) — this is a global role and the vast majority of support interactions are in English with clients across the US, Middle East, Latin America, Europe, India, Asia Pacific and Australia. Written English quality directly reflects on ETAP's support standard.
Demonstrated hands-on competency delivering or supporting ETAP Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) projects — you must be able to troubleshoot these systems independently from day one without relying on escalation for standard incidents.
Working familiarity with the underlying real-time platform — eSCADA and PSMS — sufficient to understand how ILS and AGC solutions are built on top of them and to navigate the monitoring and control environment confidently. Deep SME-level mastery of eSCADA and PSMS is not required.
Prior ETAP project execution or technical support experience in a client-facing context — you understand how these systems are deployed, configured, commissioned, and operated in the field.
Systematic and methodical troubleshooting mindset — you can reproduce a reported issue, isolate the failure point, document your findings clearly, and communicate them without being guided step by step.
Strong written communication skills — every ticket update, client response, and escalation summary must be accurate, professional, and complete.
Ability to manage multiple concurrent support cases across different clients, priorities, and time zones without losing ownership or follow-through on any of them.
A Plus to have:
Exposure to ETAP uGrid (Microgrid Controller) or Power Plant Controller (PPC) — conceptual or practical understanding of grid-tied and islanded operation, DER integration, and how microgrid and plant control interact with load shedding and generation control functions.
Hands-on experience with industrial communication protocols — DNP3, Modbus, IEC 61850 — at a troubleshooting level, not just conceptual.
Experience using Jira or comparable ticketing platforms for support workflow management.
Background in utility, generation, or industrial environments where real-time power management and control systems are actively deployed and operated.
