Remote Operations Center (ROC) Systems Analyst

About Stem
Stem (NYSE: STEM) is a global leader in AI-enabled software and services that enable its customers to plan, deploy, and operate clean energy assets. The company offers a complete set of solutions that transform how solar and energy storage projects are developed, built, and operated, including an integrated suite of software and edge products, and full lifecycle services from a team of leading experts. More than 16,000 global customers rely on Stem to maximize the value of their clean energy projects and portfolios. Learn more at http://www.stem.com.

Stem’s culture embodies diversity & inclusion beyond the traditional facets of gender, ethnicity, age, disabilities, and sexual orientation to include experience, personality, communication, workstyles, and more. At our core, Stem is at the momentous intersection of clean energy and software technology where diverse ideas, experiences, and professional skills converge to make the inclusive culture we have today. Together, we are turning old school thoughts about software and energy into progressive, collaborative, and innovative solutions. By joining our team, you will be collaborating with data scientists, energy experts, skilled salespeople, thought-leading executives and more from a range of backgrounds. This intersection of ideas, beliefs, and skills is what makes us unique enough to lead the world’s largest network of digitally connected energy storage systems.

What we are looking for:

The Remote Operations Center (ROC) Systems Analyst performs technical analysis of system issues and outages as they occur across our fleet of networked Energy Storage Systems. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems engineers. The ROC Systems Analyst is responsible for researching and documenting various mitigation strategies.  This individual must be able to prioritize remediation of issues with critical uptime requirements. The ROC Systems Analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.

Responsibilities:

• Identify, prioritize, and troubleshoot incidents in accordance with customer business requirements, organizational policies and operational impact
• Schedule and monitor the execution of grid service events
• Monitor KPIs to analyze and discover possible growing issues
• Provide feedback on tools and processes to support continuous improvement initiatives
• Monitor and troubleshoot a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, firewalls, IoT systems, operating systems, and energy storage management systems
• Track operational incidents in JIRA
• Coordinate with field technicians during installation and operational issue resolution
• Notify field service, customer success, and third-party service providers of issues, outages and remediation status
• Work with internal and external technical and service teams to support both temporary and permanent solutions to system issues, and to create and/or update knowledge base articles
• Support multiple technical teams in operational environments with high uptime requirements.
• Assist with performance reporting or other consultative opportunities as required by the business.

Requirements:

• Requires a BS degree from an accredited college or university in Engineering or other Sciences.
• Knowledge of server operating systems and network devices
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
• Ability to think creatively to resolve problems in ambiguous situations

Preferred:

• Knowledge in basic electrical power, metering, or the renewables or energy space a large plus
• Experience providing remote support using virtual desktop tools
• Network monitoring fundamentals including packet flows for RS485 (serial) and TCP communications; DHCP/Static, DNS, TCP/IP protocols; and router/switch configuration and IP address planning.
• Experience with large sets of data and data analysis
• Experience with Jira, Confluence, Tableau, Plotly, SQL, Python
• Spanish speaking a LARGE plus

Job Location

Choice of:

• San Francisco, CA – Financial District
• Broomfield, CO
• Austin, TX
• Remote option

Salary Range

What We Offer: 

At Stem, you will work in a growing, innovative, mission-driven company with talented colleagues that have a passion for building renewable energy systems. Stem offers competitive compensation as well as a comprehensive set of benefits to support the health and wellness of our employee including:  

• A competitive compensation package, including eligibility for a bonus or commission based on the role, and equity
• Full health benefits on the first day of employment (several medical plan options-HDHP and PPO, dental plans, FSA/HSA-with employer contribution, employer paid vision/LTD/STD/Life, variety of voluntary coverage)
• 401k (pre- or post-tax) on first day of employment
• 12 paid calendar holidays per year
• Flexible time-off

Learn More

To learn more about Stem, visit our stem.com where you’ll find information about our solutions, technology, partners, case studies, resources, latest news and more. Here are some relevant links:

• Company Overview
• Newsroom
• Case Studies
• LinkedIn

Stem, Inc. is an equal opportunity employer committed to diversity in the workplace and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, religion, national origin, ethnicity, citizenship, sexual orientation, gender identity, age, marital status, disability, genetic information, military status, protected veteran status or any other factor protected by applicable federal, state or local laws.