L4-Product support Engineer

Company Overview

Schneider Electric is a global leader in energy management and automation, delivering innovative solutions that ensure Life Is On for everyone, everywhere, and at every moment.

As part of our growing digital ecosystem, we are strengthening our technical support capabilities for EcoStruxure Building Activate (EBA)-a cloud-connected, nextgeneration building automation platform used worldwide.

We are seeking a highly skilled L4 Product Support Engineer to join our advanced support organization and ensure the reliability, stability, and continuous improvement of our building automation solutions in the field.

Role Overview

The Level 4 Product Support Engineer provides expert-level technical support, advanced troubleshooting, and system-level diagnostics for complex issues that go beyond the scope of L3 support.

This role serves as the technical escalation point for global support teams, partners, and country front-office engineers.

You will work closely with R&D, QA, product management, and field teams to analyze defects, replicate issues, propose corrective actions, and contribute to long-term product improvements.

This role requires strong system thinking, analytical depth, and the ability to investigate issues spanning hardware, firmware, cloud, and mobile components.

Key Responsibilities

Advanced Troubleshooting & Root Cause Analysis


* Investigate and resolve complex system-level issues across hardware, firmware, cloud, and mobile platforms.



* Analyze logs, traces, network captures, system metrics, and API interactions to identify root causes.



* Reproduce field issues in lab environments to validate hypotheses and support engineering teams.



* Own critical escalations from L3 teams, ensuring timely and high-quality resolution.



* Provide RCA documentation, corrective action proposals, and long-term recommendations.

System-Level Analysis & Integration Support


* Perform deep-dive analysis of EBA system architecture, including controllers, gateways, cloud components, and mobile workflows.



* Support integration efforts across different layers of the EBA platform and its external integrations.



* Validate end-to-end workflows to ensure subsystem interoperability and performance.



* Troubleshoot integration protocols such as BACnet, Modbus on the edge side and MQTT, REST APIs, HTTPS, and other IoT communication layers for the cloud communication



* Identify system bottlenecks, performance issues, and configuration defects.

Collaboration & Knowledge Sharing


* Serve as the bridge between field support teams and R&D engineering groups.



* Provide detailed field insights to influence product roadmaps and design decisions.



* Document troubleshooting guides, diagnostic procedures, and knowledge base articles.



* Deliver post-escalation briefings and contribute to continuous improvement loops.



* Mentor L3 engineers and help elevate the technical compet...