POSITION SUMMARY
Vertiv is hiring a Technical Support Engineer (remote) for our Monitoring products. This position provides technical expertise and problem resolution on the field integration of Infrastructure Management Solutions. The position acts as the main contact for Infrastructure Management team and 1st Responder Customer Engineer’s in the field and provides support directly to customers as required. The role provides technical expertise and resolution in addressing product performance issues. MTS Engineers lead warranty review, service documentation, parts research, and other service-related projects and provide sustaining product support, working closely with manufacturing and other departments. The position also plays a key role in the application and engineering of monitoring solutions for Remote Monitoring offerings.
RESPONSIBILITIES
- Technical Support
- Provide Domestic and International Technical Assistance for Vertiv Digital Services products.
- Self-deploy for on-site Technical Assistance as required with minimal supervision
- Model and enforce Vertiv safety guidelines at all times
- Lead customer meetings and teleconferences as directed
- Lead root cause investigation for critical sites
- Sustaining
- Lead development of service-related documentation
- Projects
- Participate in design, review, and testing of Enterprise and Remote Monitoring and Controls solutions
- Participate in development of departmental procedures/guidelines
- Participate in development and validation of database forms and procedures for monitoring offerings
- Create and deliver Webinar content as assigned
- Provide classroom and field training on technical subjects as required
- Administration
- Document phone calls for tracking and reporting purposes, methods may vary
- Submit expense reports, trip reports, and timecards accurately and on time
- Manage intercompany relationships and processes for product support
- Continuous Improvement
- Attend new product and self-development training classes
- Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc.
- Other duties or projects as assigned by Supervisor and Management.
QUALIFICATIONS
- Bachelor’s or Associate’s degree in computer or electrical engineering preferred, or equivalent training and experience
- Interacting with customers in a technical role
- Working directly with hardware and/or software systems in data center or other high-availability environments
- Minimum six years military experience in automation, controls, networking, or electronic fields desired
- Minimum four years equivalent industry experience in one or more of the following:
- BAS (Building Automation System)
- BMS (Building Management Systems) systems
- Electronic Monitoring, Automation and Controls systems
- Protocols and integration
- Computer-based networks
- Basic database knowledge
- Technical support
- Minimum three years’ experience interacting with customers in a support role required, technical support experience preferred
- Experience working directly with sales teams to resolve customer problems
- Minimum three years’ experience in Monitoring or BMS/BAS systems required
- Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is recommended.
- Effective troubleshooting skills and resolution documentation
- Strong knowledge of PCs and Current Windows Operating Systems
- Proficient in all Microsoft Office products, especially MS Outlook, Excel and SharePoint
- Firm understanding of Data Communications Processes, including:
- Network Devices: Servers, Routers, Switches
- Network Architecture: LANS, WANS
- Network Tools: VPNs, RDP, WebEx and other remote access tools
- Basic understanding of key protocols: BACnet, MODBUS, SNMP, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols.
- Basic understanding of software integration software applications: Wireshark
- Basic understanding of Remote Authentication (RADIUS, TACACS+ and LDAP/AD is recommended.
- Experience with transducers and sensors
- Experience with schematics and wiring diagrams
- Excellent writing and verbal communication skills
- Excellent organizational and time management skills
- Strong analytical and problem-solving abilities
- Possess a positive attitude and flexibility in a rapidly changing environment
- Properly interact with all levels in the organization, and with the customer
- Conscientious, accurate, detail oriented, and self-motivated
- Ability to work without direct supervision
PHYSICAL & ENVIRONMENTAL DEMANDS
- Reactive, fast paced environment
- Professional office environment
- Ability to manage multiple projects/issues simultaneously
TIME TRAVEL REQUIRED
- 25% domestic and minimal international
- Available for travel in event of emergencies
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS:
- Safety.
- Integrity.
- Respect.
- Teamwork.
- Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
OUR BEHAVIORS
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
Skills Required
- At least three years of experience interacting with customers in a support role
- At least three years of experience with monitoring or BMS/BAS systems
- Bachelor’s or associate degree in computer or electrical engineering, or equivalent training and experience
- At least four years of equivalent industry experience in BAS, BMS, electronic monitoring, automation and controls, protocols and integration, computer networks, databases, or technical support
- Experience working directly with hardware or software systems in data centers or other high-availability environments
- Experience interacting with customers in a technical role
- Experience working with sales teams to resolve customer problems
- Experience with technical troubleshooting and resolution documentation
- Strong knowledge of PCs and current Windows operating systems
- Proficiency with Microsoft Office, especially Outlook, Excel, and SharePoint
- Understanding of data communications, network devices, LANs, WANs, VPNs, RDP, and remote-access tools
- Basic understanding of BACnet, MODBUS, SNMP, RS232, RS422, RS485, ARCnet, and other network protocols
- Basic understanding of Wireshark and software integration applications
- Basic understanding of RADIUS, TACACS+, LDAP, and Active Directory authentication
- Experience with transducers, sensors, schematics, and wiring diagrams
- Minimum six years of military experience in automation, controls, networking, or electronics
- Ability to travel domestically up to 25% and minimally internationally
Vertiv Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vertiv and has not been reviewed or approved by Vertiv.
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Healthcare Strength — Health coverage is described as comprehensive, with standard medical, dental, and vision plans plus wellness and mental-health resources. Core offerings also include disability and life insurance and an Employee Assistance Program.
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Leave & Time Off Breadth — Time off includes paid holidays and PTO typical of large employers, and many U.S. salaried roles feature flexible or "unlimited" PTO approaches. These programs are part of a structured, global total rewards framework.
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Fair & Transparent Compensation — Pay is considered fair at start for many office-based, engineering, and field service roles, and total compensation packages are viewed as stable. In some hourly manufacturing settings, overtime opportunities help boost overall earnings.
Vertiv Insights
What We Do
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to ensure its customers’ vital applications run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs approximately 20,000 people and does business in more than 130 countries. For more information, and for the latest news and content from Vertiv, visit Vertiv.com.
