Power Management Technical Support Engineer
Position Summary
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 preferred
- 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 preferred
- 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
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
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Inclusion.
OUR STRATEGIC PRIORITIES
• High-Performance Culture
• Customer Focus
• Operational Excellence
• Innovation
• Financial Strength
VERTIV 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
- Promote transparent & open communication
About Vertiv
Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to 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 extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.
Work Authorization
No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
Equal Opportunity Employer
Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to help.join@vertiv.com.