Senior Engineer I, Technical Customer Care

We are seeking a highly skilled Expert Technical Support Engineer (L3) - Microgrid Solutions to join Schneider Electric's Customer Satisfaction & Quality organization.

As the highest level of technical support, you will serve as a subject matter expert for Schneider Electric's Microgrid solutions.

This role involves providing expert technical support for Microgrid systems and associated digital applications.

You will collaborate closely with Global R&D, Product Management, Quality, Engineering, and Regional Support teams to resolve complex customer issues and drive continuous product improvement.

Key Responsibilities

Expert Technical Support


* Provide Level 3 technical support for Microgrid solutions and associated software platforms.


* Analyze, diagnose, and resolve complex customer issues related to:



* EcoStruxure Microgrid Advisor


* Microgrid Operation and Control Systems

Manage and drive incident resolution through Schneider Electric's support platforms, ensuring customer satisfaction and timely closure.Technical Investigation & Root Cause identification


* Perform detailed troubleshooting of system-level issues involving hardware, software, communications, controls, and power systems.


* Collaborate with R&D and Product Engineering teams to investigate product defects and identify root causes.

Customer Engagement


* Act as the technical escalation point for critical customer issues globally.


* Maintain effective communication with customers and stakeholders throughout the issue resolution process.


* Participate in customer meetings and technical reviews when required.

Knowledge Management


* Develop and maintain technical knowledge articles, troubleshooting guides, FAQs, and best-practice documentation.


* Contribute to organizational knowledge-sharing initiatives and support continuous improvement efforts.

Training & Enablement


* Deliver technical training and mentorship to regional support teams and Level 2 support engineers.


* Support capability development across global support organizations.

Product Quality & Continuous Improvement


* Provide field feedback and customer insights to Product Management and R&D teams.


* Contribute to product enhancements, quality improvement initiatives, and issue prevention programs.


* Support new product introductions and solution validation activities.

Required Qualifications

Education


* Bachelor's or master's Degree in:



* Electrical Engineering


* Electronics Engineering


* Power Systems Engineering

Experience


* Minimum 8+ years of experience in one or more of the following domains:



* Microgrids


* Power Systems


* Energy Management Systems (EMS)


* Power Monitoring Systems


* Industrial Automation or SCADA Systems

Technical Expertise

Mandatory Skills


* Strong understanding of Microgrid architecture and operation.


* Strong understanding of electrical distr...