Operations Support Engineer (m/f/d)

Department: Technology

Employment Type: Permanent employee

Schedule: Full-time

Seniority: Experienced

Location: All Offices or Remote, Berlin, London

terralayr addresses the massive deficit in global energy storage.
The over-indexing of electricity generation from renewable energy sources leads to large volatility on the energy grid. The main problem is that wind and solar farms are fluctuating and, by definition, unsteady—there is no sun at night, and it is not always windy. This increases the need for flexibility in the form of battery storage systems to balance the grid in times when supply and demand do not match.
By buying and developing grid-scale storage assets and virtually aggregating them across a layer, we are creating the world's first energy cloud. Imagine AWS for energy. Through the flexibility we secure, we can market flexibility-as-a-service and hedging products/power insurance to utilities, SMEs, and industrial players and create virtual storage capacity for PV and wind farms.Currently, we are looking for an Operations Support Engineer (m/f/d) to join our team. While our main office is in Berlin, with a tech hub in London, we are also open to hiring fully remote team members. Our ambition is to build the best team in the market, irrespective of the location where our talents are based.
As part of our Product and Technology team, you will be responsible for supporting and maintaining our operational fleet of virtual assets, and supporting the onboarding of users and battery assets to our platform. You’ll work closely with our engineering, product, and customer success teams to investigate and resolve issues, improve operational processes, and contribute to the overall stability and quality of our platform. You will be joining at an early stage, with the opportunity to influence operations practices and help shape how we scale our operations.
Successful candidates deeply care about having a positive impact on accelerating the energy transition. We are seeking a candidate who can strike a balance between swift problem resolution and maintaining a high standard of service quality. Our ideal candidate is a team player who collaborates effectively across functions to deliver reliable, high-performance systems and ensure an excellent user experience.

• Virtual Asset Fleet Management: Maintain our virtual asset fleet, ensuring high availability and accurate representation within our systems.
• Optimiser Management: Oversee and manage our optimisers to ensure efficient energy dispatch and strategy execution.
• Market Operations: Handle critical daily processes including end-of-day nominations and managing imbalances to minimise risk.
• Process & Qualification Support: Support Ancillary services pre-qualification and handle the MAKO process to expand our market participation.
• Asset onboarding: Support both internal teams and third parties on the provisioning and onboarding of BESS assets to Layr.
• Incident and Problem Management: Work with engineering teams to escalate and resolve complex issues. Contribute to root cause analysis and implement long-term solutions to prevent recurrence.
• Knowledge Base and Documentation: Create and maintain internal documentation, FAQs, and support guides to help users and streamline support operations.
• Collaboration Across Teams: Collaborate closely with product, QA, and development teams to relay user feedback, report bugs, and support new feature rollouts or deployments.
• Continuous Improvement: Identify recurring issues and suggest improvements to processes, tools, or product functionality. Stay informed on system updates, patches, and relevant technologies to ensure best practices are followed.

• Experience: Proven experience as an Operations Support Engineer or in a similar technical support role, ideally within the tech or energy sectors, with a strong track record of resolving complex application issues and supporting critical systems. Ideally battery asset management - having gone through the prequalification process for anciliary sercvices is a good indicator of success.
• Strong German and English language: Excellent verbal and written communication skills, to interact with a wide range of technical stakeholders.
• Technical Problem-Solving: Strong ability to diagnose, troubleshoot, and resolve technical problems efficiently, ensuring minimal disruption to users and business operations.
• Analytical Skills: Strong analytical mindset with the ability to interpret logs, monitor data, and translate findings into actionable solutions.
• Self-directed: Ability to prioritise tasks, make decisions independently, and manage time effectively while working towards business objectives.
• Adaptability: Comfortable working in a fast-paced, dynamic environment and capable of managing multiple priorities under pressure.
• Passion for Sustainability: Genuine enthusiasm for supporting solutions that contribute to the transition to renewable energy and sustainable technology.
• Continuous Learning: Commitment to staying updated on emerging technologies, support tools, industry trends, and best practices to continuously improve support processes and outcomes.

• Work for a company with a clear mission: A world powered by 100% renewable energy
• Have impact from day 1: Your contribution will not only have a positive impact on society; by joining our small and nimble team, your work will make a difference from day one.
• Become a Shareholder: In addition to your competitive base salary your compensation includes an ESOP component that lets you participate in the development of our growing company. 
• Invest into your personal development: We guarantee a steep learning curve combined with a lot of space to bring in your own ideas and shape terralayr’s future. On top, you benefit from our Learning & Development budget of 1,000 EUR per person per year.