Job description

What is Verse? The race to AI has become the race to power. Every breakthrough in artificial intelligence depends on one thing: access to electricity. But across the country, aging grid infrastructure and years-long interconnection queues are slowing the deployment of the data centers that will power the next generation of innovation. Solving this challenge isn't just about energy—it's about unlocking the future of AI. At Verse, we're building the energy intelligence platform for the AI economy. Our software helps the world's largest energy consumers achieve faster, cheaper, and cleaner power by combining real-time control of energy assets with complete visibility into their energy portfolio. Backed by Bessemer Venture Partners, GV, Coatue, and NVIDIA, and built by pioneers in grid-scale batteries, energy markets, and enterprise software, we're redefining how the world's most ambitious organizations access and manage energy. The Role Verse operates a growing fleet of IoT-connected battery energy storage systems under a demanding availability SLA — with contractually committed response windows as tight as 30 minutes for critical incidents. To maintain that standard, we need a sharp, technically curious Fleet Operations Specialist working West Coast hours to serve as the first line of defense during the daytime and evening support window (10:00 AM – 6:00 PM PT). You will be the first hire in this function at Verse, working alongside another technical subject matter expert, and partnering daily with engineering, data science, product, BizOps, and our customer’s NOC team. Your start date will align closely with the first waves of a BESS fleet migration onto Verse’s battery management platform, so you'll learn each site as it's commissioned and help write our playbooks from real issues, from the start. This is a genuinely unique position. On a quiet day, you are a Network Operations Center (NOC) operator — eyes on our fleet dashboard, monitoring uptime, site health, and system telemetry across distributed battery installations. When something needs attention or sites are coming online, you become a front-line commissioning expert and troubleshoot installations, logging the issues, triaging severity, working through a structured troubleshooting playbook, and escalating as needed with peer teams to regain critical system operations. Further, this role has growth-path opportunities to build observability tooling and, automated remediation scripts, and AI-assisted workflows — from a searchable knowledge base built from every resolved ticket, to automated alert triage, to one-click fixes for recurring issues — reducing manual break-fix work over time. Your job is to resolve as much as possible at the front line, make engineering escalations rare and easy, and to keep our customers confident that Verse is watching. Key Responsibilities Fleet Monitoring & NOC Operations: Monitor real-time health, uptime, connectivity, and telemetry across Verse's battery fleet. Think like a battery asset manager on critical days and during market or program events. Track per-site and fleet-wide availability against SLA targets, and help build early SLA dashboards and KPI trackers. Log anomalies and tune alerting logic and thresholds to reduce noise and speed up detection. Site Commissioning & Migration: Onboard new sites to the platform, including site details, tariffs, program enrollments, and meter/asset topology. Validate configurations and automated checks during software cutover. Coordinate sign-off and manual testing with the customer's NOC before automated optimization goes live, and capture lessons-learned from each migration batch to streamline the process. Customer-Facing Support: Serve as the first point of contact during the back half of our 8:00 AM – 9:00 PM ET support window (10:00 AM – 6:00 PM PT). Triage Sev 1–4 issues in Linear and meet response SLAs (30 minutes for Sev 1), with structured, hourly updates on critical incidents. Once trained, join the after-hours on-call rotation as the first page for Sev 1 incidents. Technical Troubleshooting: Remote into site controllers to work through a structured playbook covering versions, connectivity, logs, configurations, and autonomous operation. Apply networking and energy-domain judgment to separate hardware, software, and optimization issues. Resolve what's within scope. Otherwise, escalate to Engineering & Data Science (Tier 2) with a complete handoff package, pull in Energy Storage SMEs and Product as needed, and follow up on OEM and vendor tickets. Operational Support & Documentation: Maintain runbooks, SOPs, and response and handoff templates, and build a knowledge base from every resolved ticket so issues are solved once and eventually automated. Support root cause analyses and the monthly performance report with BizOps, flag Risk Register patterns, and identify repetitive tasks for scripting or automation. What We're Looking For (Minimum Qualifications) 3–5 years of experience in a technical support, NOC, field service, or IT operations role. Strong written and verbal communication skills — you will be the voice of Verse to enterprise customers during incidents. Working knowledge of networking fundamentals: IP addressing, VPN/tunneling (e.g. Tailscale), connectivity diagnostics (ping, traceroute, port checks), and common failure patterns. Ability to read and interpret software logs, system status outputs, and basic telemetry data to form a diagnostic hypothesis. Highly organized with a process-oriented mindset; you follow a checklist and document as you go — and improve the checklist when it falls short. Ability to work independently and make sound judgment calls in a fast-moving environment, particularly during incident windows when much of the team is offline, and Support will need to decide if/when to escalate. Genuine interest in energy and battery storage, and willingness to learn how battery dispatch, tariffs, and grid programs drive system behavior. Prior energy industry experience preferred. We will provide additional training specific to batteries. Willingness to participate in an on-call rotation for critical incidents, including occasional evenings and weekends. What Will Make You Stand Out (Preferred Qualifications) Experience in a NOC, data center operations, or infrastructure monitoring role. Familiarity with IoT systems, SCADA, or industrial control software. Exposure to energy storage, solar, or grid-connected hardware systems. Experience with site commissioning, field deployment, or system cutovers/migrations. Scripting experience (Python, Bash, or SQL) to automate routine checks Experience building knowledge bases or using AI tools to streamline support workflows (familiarity with Knowledge-Centered Service is a plus) Coursework or certification in networking, systems administration, or IT. Experience supporting or interfacing with software engineering teams on bug reproduction and escalation. What Makes Verse a Great Place to Work? Lead with Empathy: We lift each other up with humility and kindness, always putting colleagues and customers first Be Honest & Transparent: We prioritize effective communication to build trust with our team, customers, and stakeholders Move with Balance & Precision: We believe speed and perseverance must be accompanied by thoughtfulness and reflection Leave the World a Better Place: We are passionate about our mission, and we strive to create a sustainable world for future generations Base Pay Range $85,000 - $120,000 This is the estimated base salary range for this position, which does not include the value of benefits or a potential equity grant. A wide range of factors are considered in making compensation decisions, including but not limited to level, skill sets, market conditions, experience and training, licensure and certifications, and business and organizational needs. Benefits and Employee Perks Competitive compensation and equity grant at a high-growth start up Comprehensive benefits package including medical, dental and vision insurance, and 401k Flexible hours, fully remote position, and unlimited PTO Diverse and inclusive working environment

Requirements

Must-haves

What is Verse?
Your job is to resolve as much as possible at the front line, make engineering escalations rare and easy, and to keep our customers confident that Verse is watching.
What We're Looking For (Minimum Qualifications)
3–5 years of experience in a technical support, NOC, field service, or IT operations role.
Strong written and verbal communication skills — you will be the voice of Verse to enterprise customers during incidents.
Working knowledge of networking fundamentals: IP addressing, VPN/tunneling (e.g. Tailscale), connectivity diagnostics (ping, traceroute, port checks), and common failure patterns.
Ability to read and interpret software logs, system status outputs, and basic telemetry data to form a diagnostic hypothesis.
Highly organized with a process-oriented mindset; you follow a checklist and document as you go — and improve the checklist when it falls short.
Ability to work independently and make sound judgment calls in a fast-moving environment, particularly during incident windows when much of the team is offline, and Support will need to decide if/when to escalate.
Willingness to participate in an on-call rotation for critical incidents, including occasional evenings and weekends.
Experience in a NOC, data center operations, or infrastructure monitoring role.
Familiarity with IoT systems, SCADA, or industrial control software.
Exposure to energy storage, solar, or grid-connected hardware systems.
Experience with site commissioning, field deployment, or system cutovers/migrations.
Scripting experience (Python, Bash, or SQL) to automate routine checks
Coursework or certification in networking, systems administration, or IT.
Experience supporting or interfacing with software engineering teams on bug reproduction and escalation.
What Makes Verse a Great Place to Work?
Lead with Empathy: We lift each other up with humility and kindness, always putting colleagues and customers first
Be Honest & Transparent: We prioritize effective communication to build trust with our team, customers, and stakeholders
Move with Balance & Precision: We believe speed and perseverance must be accompanied by thoughtfulness and reflection
Leave the World a Better Place: We are passionate about our mission, and we strive to create a sustainable world for future generations

Nice-to-haves

What Will Make You Stand Out (Preferred Qualifications)
Experience building knowledge bases or using AI tools to streamline support workflows (familiarity with Knowledge-Centered Service is a plus)

Application prep

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Keywords to mirror

aigopythonsql

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto