About Us Hark is an award-winning Energy Analytics and Industrial IoT company based in Leeds. Known for the innovative technology in our subscription cloud platform, we’re on a mission to improve efficiency, maximise yield and reduce waste. The Hark Platform is helping alert Energy Managers and Asset Operators, through machine learning and advanced statistics, to abnormalities across their estate, informing actions such as preventative maintenance, regulatory compliance, asset control and energy management. With the ability to connect to existing assets such as Building Management Systems, Energy Systems, Process Automation Controllers (used to power factories and industrial systems) the Hark Platform is enabling intelligent solutions across large estates – connectivity, visibility, and intelligence. Hark have deployed successful solutions within the Life Sciences sector for cold chain monitoring, a nationwide rollout of real-time energy monitoring capability for UK Supermarkets – across 600 locations, as well as licensed the technology to Fortune 500 companies in the industrial space. The team is focussed on delivering maximum impact in a supportive, fast paced environment, driving innovation and best practice in everything we do by following our core values: Good by default Open to new ideas Always improving About the Role We are seeking a Senior Remote Services Engineer that is passionate about technology and sustainability to support our on the edge solutions within our Commercial and Industrial Enterprise offering. This role is pivotal in assisting with the deployment and ongoing support of our energy asset integration technology across our client base. The successful candidate will join our team during a period of significant growth, offering a unique opportunity to contribute to impactful projects that drive our energy generation and sustainability products. The role will be the first in our complex projects division and will offer the opportunity of significant development as you assist with building out a support division for large and complex projects, supporting regions such as the UK, Europe, North America and South Africa. As a Senior Remote Services Engineer at our company, you will play a critical role in supporting cutting-edge technology solutions for advanced energy management across our Commercial and Industrial sectors. You will be responsible for providing deployment support, remote management, and ongoing technical support of our integration technologies, assets including solar PV systems, battery storage, Diesel Generation and other energy-related assets such as building assets ensuring efficient and sustainable energy distribution and use for clients worldwide. Your role will involve diagnosing and resolving complex technical issues remotely, supporting system integration, and providing expert advice to both internal teams and clients. You will collaborate with cross-functional teams to ensure successful project delivery while actively contributing to building out our remote support division for large and complex projects. This is a unique opportunity to make a significant impact within a growing organisation, working on innovative projects that drive energy sustainability and integration on a global scale. If you are passionate about renewable energy and have a strong technical background, this role offers a dynamic and challenging environment for career growth. As a member of the team, you will have: Flexible working hours with the ability to work remotely The ability to take ownership, drive change, and grow our culture and company Quarterly social activities and team building exercises such as escape rooms and paintballing Choose whether you would like to work on a MacBook or Windows machine Key Responsibilities: Technical Support and Remote Troubleshooting: Provide advanced technical support for the deployment, integration, and operation of the Edge Controller across a global client bases. Diagnose and resolve technical issues remotely, ensuring minimal downtime and efficient system performance for solar installations and other energy assets. Work closely with engineering teams to ensure remote monitoring, diagnostics, and optimisation of energy systems, leveraging IoT platforms and data analytics. Energy Asset Integration: Support the integration of energy assets, including solar PV systems, battery storage, Diesel Generation and other renewable energy technologies, ensuring compatibility and seamless performance with existing infrastructure. Support with the configuration and commissioning of monitoring and control systems that optimise energy production, storage management, and energy distribution. Customer and Stakeholder Engagement: Serve as the main point of contact for key clients, ensuring a high level of satisfaction through proactive communication, status updates, and issue resolution. System Monitoring and Reporting: Monitor the performance of our solutions, ensuring system uptime and efficiency. Provide detailed reports to clients and internal stakeholders on key KPI’s associated with both the solution and support services. Project Support: Manage the remote services aspect of large and complex projects, working with the projects and solutions team to ensure that project milestones, and deadlines are met. Assume responsibility for pre deployment tasks such as hardware and product ordering with the existing team. Provide active project site management and issue resolution throughout the duration of a project. Collaboration with Cross-Functional Teams: Collaborate with internal teams, including Solutions, Accounts, Projects, Products and Sales and Marketing, to continuously improve Support Services. Provide feedback to product development teams to enhance the functionality and reliability of solutions based on client needs and experience. Engage in continuous improvement initiatives and projects. Process Improvement and Support Structure Development: Assist in building out a support division for large and complex energy integration projects, developing processes, tools, and documentation that will scale with the company's growth. Develop and maintain technical documentation, such as troubleshooting guides and FAQs, to support both internal teams and customers. Implement and maintain best practices in remote service delivery, ensuring efficient operations. Training and Mentorship: Provide guidance and training to Support Technicians and other support staff on technical troubleshooting, system integration, and customer service best practices. Act as a mentor for developing team members, fostering a culture of continuous learning and improvement. Requirements 2-3 years of experience in technical support, remote services, or field engineering, ideally within the renewable energy, electrical, or industrial sectors. Experience with energy systems such as solar PV, battery storage, diesel generation, or building energy assets (e.g., HVAC, lighting). Ability to troubleshoot hardware, software, and network issues, using remote diagnostic tools to ensure minimal system downtime. Familiarity with monitoring and control systems (e.g., SCADA, IoT platforms) used for energy or industrial applications. Strong communication and customer service skills, with the ability to manage client relationships and provide clear technical guidance. Experience working on projects, including supporting deployment and remote management tasks. Proactive problem-solving skills, with the ability to contribute to improving processes and technical documentation. Willingness to provide training and support to junior team members and other support staff. Flexibility to work across multiple time zones as required, supporting clients in various regions such as the UK, Europe, North America, and South Africa. Benefits A competitive package including a high-quality tech setup for optimal performance A salary sacrifice pension scheme Flexible working arrangements to support work life balance 25 days holiday Bank holidays your birthday off Access to Perkbox which provides access to perks and benefits, peer-to-peer recognition, employee rewards, wellbeing support, and more Regular work socials (Cocktail making, pizza and board games being the most recent) Free gym access Discounts at local bars, restaurants and hotels Access to mental health care through Lyra Health