Expert Technical Support Engineer (L3)

About the Role

The Expert Technical Support (Level 3) team represents the expert level of technical customer support within Schneider Electric. As part of the central Business Unit organization, the team works closely with Global R&D, Quality, Product Management, and Marketing teams to resolve complex customer issues, improve product quality, and drive customer success.

In this role, you will serve as a subject matter expert for Schneider Electric's SCADA and Power Automation solutions, supporting critical customer installations worldwide. You will combine deep technical expertise, troubleshooting skills, and customer engagement capabilities to deliver timely and effective resolutions for complex technical challenges.

Key Responsibilities

Technical Support & Incident Management

• Own and drive resolution of complex customer technical incidents through Schneider Electric's case management platform (BFO/Salesforce).
• Perform advanced troubleshooting and root cause analysis for issues related to SCADA, substation automation, communication protocols, and power system applications.
• Collaborate with Global R&D, Quality, Product Management, and other support teams to resolve product-related issues.
• Ensure customer incidents are handled with urgency, professionalism, and a strong focus on customer satisfaction.
• Provide regular status updates and technical guidance to customers throughout the issue resolution lifecycle.

Product Expertise & Problem Resolution

• Analyze software, system, communication, and integration issues.
• Reproduce customer-reported issues in test environments and identify root causes.
• Gather, interpret, and validate logs, traces, network captures, configurations, and site data needed for deeper technical investigations.

Knowledge Management

• Develop and maintain technical knowledge articles, troubleshooting guides, best practices, and FAQs.
• Create technical documentation, videos, and knowledge-sharing content for internal teams and customers.
• Contribute to continuous improvement initiatives aimed at reducing recurring customer issues.

Customer Feedback & Product Improvement

• Provide field feedback to Product Management, Quality, and R&D teams to enhance product reliability and customer experience.
• Participate in issue prevention and continuous improvement programs.
• Identify product enhancement opportunities based on customer challenges and operational experience.

Training & Technical Leadership

• Deliver advanced technical training and mentoring to Level 2 Support Engineers and regional support centers.
• Support internal competency development initiatives and technical readiness programs.
• Share best practices across global support and engineering teams.

Qualifications

Education

• Bachelor's or Master's degree in:
• Electrical Engineering
• Electronics & Communication Engineering
• Power Systems Engineering
• Instrumentation Engineering

Experience

• 8-10 years of experience in:
• Substation Automation Systems (SAS)
• SCADA Design, Engineering, Testing, Commissioning, or Technical Support
• Power System Automation and Monitoring Solutions
• Hands-on experience with industrial SCADA platforms such as:
• AVEVA™ Plant SCADA (formerly Citect SCADA)
• Wonderware System Platform
• EcoStruxure Power Operation
• Other industry-standard SCADA solutions
• Experience supporting mission-critical power, utility, or industrial automation projects.

Preferred Experience

• On-site commissioning and troubleshooting of Substation Automation Systems.
• Utility, transmission, distribution, or power generation projects.
• Exposure to cyber-secure industrial communication architectures.
• Experience working with multinational customers and globally distributed teams.

Technical Competencies

SCADA & Power Automation

• Strong knowledge of SCADA architecture, deployment, configuration, and troubleshooting.
• Understanding of alarm management, historian systems, redundancy, reporting, and system integration.

Communication Protocols

Hands-on knowledge of:

• IEC 61850 (MMS, GOOSE, SV)
• Modbus RTU/TCP
• DNP3
• OPC DA / OPC UA

Power System Knowledge

• Substation Automation Systems (SAS)
• RTUs and Gateway configurations
• Electrical distribution and power monitoring systems

Diagnostic & Problem-Solving Skills

• Network troubleshooting and protocol analysis
• Log analysis and system diagnostics
• Customer issue reproduction and validation

Behavioural Competencies

• Strong customer-first mindset with a passion for delivering exceptional support experiences.
• Excellent analytical and problem-solving abilities.
• Effective verbal and written communication skills.
• Ability to explain complex technical issues to both technical and non-technical stakeholders.
• Strong stakeholder management and negotiation skills.
• Self-motivated, proactive, and capable of working independently.
• Ability to manage multiple priorities in a fast-paced global environment.
• Collaborative team player with experience working across multi-cultural and geographically distributed teams.
• Continuous learner with a strong focus on technical excellence and innovation.

Why Join Us?

• Be part of Schneider Electric's highest level of technical expertise organization.
• Work directly with Global R&D and Product teams on cutting-edge Power Automation and SCADA technologies.
• Solve complex customer challenges across critical infrastructure and utility environments worldwide.

Influence future product development through customer and field insights