Power Management Technical Support Engineer in , us

Power Management Engineer II

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
Qualifications:
Associate or bachelor's degree in electrical/electronic engineering, or equivalent experience
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
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
Physical & Environmental Requirements:
Ability to occasionally lift up to 50 lbs
Notes: Vertiv will make reasonable accommodations whenever necessary for all qualified employees or candidates with disabilities (as defined by applicable law), provided that (1) the individual is otherwise qualified to safely perform the essential functions of the job and (2) such accommodations do not impose an undue hardship.
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