(O&M) Junior Technical Support Engineer (L1/L2)

Job Title

(O&M) Junior Technical Support Engineer (L1/L2)

Introduction

At Spectral, we are building the IT backbone for the renewable energy transition. That means we manage hundreds of distributed energy assets BESS, Solar, wind and smart building controls, all streaming data into our platform. Our clients (ranging from asset owners and grid operators) rely on us to keep the lights on.

We need an O&M Technical Support Engineer (L1/L2) who isn't afraid to work independently and always ready to learn. You’ll be the front line, the triage, between our clients and internal teams. You’ll own tickets from the first alert through to the final resolution, working closely with our L3 Specialists (the ones who build the software, control engineers, Project Managers and Account Managers) to make sure our platform runs smoother every single day. 

About you

• You have preferably a Bachelor’s/Master’s in a technical field (Energy, Electrical, Control, Mechatronics, Sustainability or similar), OR you have equivalent field experience that proves you know how electro-technical systems behave.

• You are comfortable working with operational tools (including ticketing, real-time monitoring, version controls and documentation). 

• We expect you to have a basic understanding of networking, coding and  developing tools. 

• You need to have basic coding/debugging skills to read logs and help clients set up their API calls correctly.

• Proficient in English (Dutch is a plus) with excellent verbal and written communication skills. 

• You must have experience working with dashboard monitoring tools.

• Preferred to have experience to work on-call in a 24x7 technical support environment.

• Knowledge of renewable energy systems  (Solar, Wind, BESS) is preferred.

Your profile

Minimum Qualifications

• A Bachelors/Masters in a technical field (or equivalent practical experience).

• Demonstrable experience in customer-facing technical support, including troubleshooting.

• Solid experience with fault finding and root cause analysis in a technical environment (energy, industrial automation, or complex IT infrastructure).

• Experience working with ticketing systems and monitoring tools.

• Must have experience to work in a 24x7 support environment with an on-call roster.

• Very good verbal and written English communication skills.  Dutch would be nice to have.

Preferred Qualifications

• Experience in the renewable energy sector specifically (Solar, Wind, BESS).

• Familiarity with GitLab and basic scripting (Python/with remote access tools like Linux).

• Experience setting up support processes or building a knowledge base from scratch in a startup environment.

• Experience handling incident communication with clients during major outages.

• Knowledge of electrical/control systems in the energy sector.

About the role

This is a 24x7 operational role with rotations. You are available to work on-call in a 24x7 support environment (shared among team members in accordance with the guidelines set out in the Dutch Working Hours Act).

Your mission is to bridge the gap between our product and our clients. You will be responsible to do L1 triage and  L2 deep-dives before escalating to L3.

Key Responsibilities (not limited to):

• To process technical inquiries professionally and ensure satisfied clients.

• Provide first-line support (L1) and act as the primary interface for technical issues (L2).

• Receive, assess, and resolve technical requests from various clients. Use ticketing tools, monitor real-time operational data, and be able to interpret technical documentation in simple words. Escalate it to L3 (Software, Control and Project Engineers) with crystal-clear, actionable notes (when and where required).

• Participate in the 24/7 on-call rotation shift roster to ensure weekend and off-hour coverage.

• Leverage your industry knowledge to troubleshoot and resolve customer issues related to renewable energy control systems. 

• Iteratively build the knowledge base based on the tickets you close. Write it down once, to build a playbook for future references.

• Work and collaborate closely with our L3 teams to communicate feedback, identify gaps, and contribute to improving the operational processes and  communicate effectively with respective teams.

• You need to have a proactive mindset, to actively monitor our dashboards on a daily basis, identifying weird trends/logs before client escalation.