ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.
Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us!
ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.
Global Support Engineer - DERMSSolutions
Location: New Delhi, India
We are building ETAP's Global Support Group — a globally distributed, domain-specialized support organization designed to be the technical backbone behind ETAP's real-time control and automation systems deployed worldwide. This is not a project execution role. It is something different, and for the right person, more interesting.
As a Global Support Engineer for DERMS Global Solutions, you will be ETAP's first line of technical support for intelligent load shedding and generation control systems across global clients — utilities, industrial facilities, generation plants, and critical infrastructure operators in the US, Latin America, the Middle East, Europe, India, Asia Pacific and Australia. Where project execution means delivering one system at a time, this role means your work supports every customer running these solutions, everywhere.
Your core domain is ETAP's real-time automation and control suite: Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC). These are your specialty, and you will own them with depth. You will also provide broader support across the DERMS solution portfolio, including microgrid and power plant control systems where global support coverage is needed. You will work through a structured ticket system, coordinating with global technical leads and regional teams, anchoring DERMS support out of India.
If you have built your technical depth delivering these systems in the field and want to take it global, this is that role.
Responsibilities - You will do:
Own and resolve Level 1 support tickets for ETAP real-time automation and control solutions globally — with Intelligent Load Shedding (ILS) and Automatic Generation Control (AGC) as your core domain — through Jira, with a target 24-hour response and resolution discipline on standard incidents.
Perform systematic first-line diagnosis: reproduce the reported issue, isolate the root cause, determine whether it is configuration, integration, or product-level, and resolve or route accordingly before any escalation.
Troubleshoot ILS schemes including load preservation, load restoration, and load shedding validation logic, as well as AGC functions including load frequency control, area control error, and generator power sharing behavior.
Provide broader DERMS portfolio support, including microgrid (uGrid) and power plant control fundamentals, to maintain global support coverage across the solution family.
Communicate resolution, root cause, and next steps clearly and professionally to global clients and regional teams — in English, in writing, without ambiguity.
Maintain and expand the Global Support knowledge base by documenting recurring issues, confirmed root causes, resolutions, and workarounds for reuse across the team.
Provide complete pre-diagnosis before escalating to Level 2 — cases that reach the next level must arrive with a clear incident summary, reproduction steps, findings, and your assessment of what the issue is and is…