Lead Energy Market Analyst (Support)

About the Position 

The Lead Energy Market Analyst (Support) works as part of the Global Customer Support team and is primarily responsible for delivering an outstanding customer experience and product support for existing and new clients where required to ensure the product is being used effectively and to promote customer retention.   

Technical Support 

• Provide answers to technical support questions relating to the successful use of our software products in a timely, accurate and comprehensive manner.  

• Take ownership and track support cases from start to finish.  

• Provide troubleshooting and general modelling advice and guidance to clients.  

• Work with clients to resolve issues related to our SaaS/Cloud offerings and Desktop version  

• Work with Account Management to successfully onboard new clients that utilize our SaaS/Cloud or Desktop offerings  

• Frequently interact with Product Management and Development teams to resolve technical issues as well as to convey product development needs of clients. Assist in QA testing new product releases.  
• Assist Account Management where required to make proactive calls and on-site visits to learn more deeply about customer organisational goals, progress with our tools, and how we can help them be more successful. 

Customer Training and Knowledge Base 

• Provide onsite or online trainings to clients on a diverse set of topics related to our products  

• Collaborate with our Learning Team to maintain and update our online learning platform  

• Assist in maintaining software user documentation and help platforms  

• Compose articles and produce videos to educate clients and to market our products  

• Construct tools and examples that clients can use to more effectively utilize our products 

Learning and Development 

• Learn PLEXOS and AURORA software to an Advanced level  

• Learn C#, VBA, Python or other scripting that interacts with the product and how to troubleshoot products  

• Maintain a high level of power market knowledge, newst, trends and developments 

Candidate Requirements & Qualifications 

• 5-7+ years of experience in the energy sector and with SaaS/cloud-based simulation environments. 

• Preferred knowledge of PLEXOS and/or AURORA energy software. 

• Degree in Applied Mathematics, Engineering, Economics, Computer Science, Operations Research, or a related field; specialization in Power Systems preferred. 

• Strong analytical and problem-solving skills with the ability to learn new techniques quickly. 

• Skilled in identifying key aspects of business problems and delivering high-quality insights on tight timelines. 

• Clear communicator with strong verbal, written, and presentation skills; able to convey complex ideas to diverse stakeholders. 

• Excellent organizational, time management, and attention-to-detail skills; able to perform well under pressure. 

• Strong customer service orientation and active listening skills to fully understand both the context and nature of issues. 

• Team player with the ability to work independently and take initiative as needed. 

• Experience with programming and database tools including VBA, Python, and SQL; knowledge of Mixed Integer Programming. 

• Familiarity with SaaS simulation products and troubleshooting cloud-based systems. 

• Understanding of power plant operations, transmission systems, and gas/electricity market infrastructure. 

• Knowledge of energy market fundamentals, resource planning, environmental markets, and demand-side management. 

• Advanced proficiency in Microsoft Office applications. 

• Exposure to energy, gas, and water utility markets. 

• Bilingual (Spanish) speaking preferred but not required.