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Expert Technical Support Engineer (L3)
Schneider Electric
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
SCADA systemsPower automationSubstation automation systemsSCADA architecture and troubleshootingAVEVA Plant SCADAWonderware System Platform
Free
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SCADA systemsPower automationSubstation automation systems
Role Overview
Provide expert Level 3 technical customer support for Schneider Electric SCADA and Power Automation solutions.
Work with Global R&D, Quality, Product Management, Marketing, and support teams to resolve complex customer issues and improve customer success.
Key Skills for This Role
SCADA systemsPower automationSubstation automation systemsSCADA architecture and troubleshootingAVEVA Plant SCADAWonderware System Platform
Full Job Posting
Role Overview
Provide expert Level 3 technical customer support for Schneider Electric SCADA and Power Automation solutions.
Work with Global R&D, Quality, Product Management, Marketing, and support teams to resolve complex customer issues and improve customer success.
Technical Support and Incident Management
- Own and drive resolution of complex customer technical incidents through the BFO/Salesforce case management platform.
- Perform advanced troubleshooting and root cause analysis for SCADA, substation automation, communication protocol, and power system application issues.
- Provide customers with regular status updates and technical guidance during issue resolution.
- Reproduce reported issues in test environments and validate logs, traces, network captures, configurations, and site data.
Knowledge and Product Improvement
- Develop technical knowledge articles, troubleshooting guides, best practices, FAQs, videos, and other knowledge-sharing content.
- Provide field feedback to Product Management, Quality, and R&D teams to improve product reliability and customer experience.
- Identify product enhancement opportunities and contribute to issue prevention and continuous improvement programs.
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