About Fluence: Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future. For more information, please visit fluenceenergy.com.

OUR CULTURE AND VALUES

We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.

We are Leading

Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.

We are Responsible

Fluence is defined by its unwavering commitment to safety, quality, and integrity.

We are Agile

We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.

We are Fun

We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all.

ABOUT THIS POSITION

Location: Hybrid (2-3 days in office) in Alpharetta, GA

The Energy Storage Analyst is a critical Customer Success Center (CSC) member, responsible for monitoring, diagnosing, and resolving issues in battery energy storage systems (BESS). This role ensures system reliability, optimal performance, and swift resolution of customer-reported and proactively identified issues. The analyst collaborates with field services, technical teams, and customer success managers to deliver exceptional service and support.

Key Responsibilities

System Monitoring and Diagnostics:

Continuously monitor BESS performance through the CSC’s advanced diagnostic tools.

Identify and diagnose system issues, leveraging predictive analytics to anticipate and mitigate potential failures.

Escalate complex issues to senior engineering staff or Field Service Engineers as necessary.

Troubleshooting and Resolution:

Respond to customer-reported issues, providing Tier 1 or Tier 2 support depending on the complexity.

Guide customers or field service engineers remotely through resolution steps.

Maintain detailed records of troubleshooting processes, resolutions, and system updates.

Collaboration and Escalation:

Work closely with the Field Services team to coordinate on-site visits for unresolved issues.

Collaborate with Customer Success Managers (CSMs) to communicate customer status updates and resolution plans.

Provide insights to the Performance Improvement Team to enhance predictive models and maintenance protocols.

Documentation and Reporting:

Maintain accurate and detailed records of all incidents, resolutions, and system changes in the ticketing system.

Contribute to periodic performance reports, highlighting key trends and areas for improvement.

Support the development of troubleshooting guides and best practices for the team.

Continuous Improvement:

Participate in regular training to stay current with system updates, emerging technologies, and best practices.

Contribute to knowledge-sharing sessions and cross-functional collaboration initiatives.