Senior Engineer II, Technical Customer Care

Join our Technical Support Service Engineer team as a Senior Engineer, where you'll blend technical problem-solving with customer advocacy.

This role is perfect for someone who loves diagnosing complex product challenges and delivering solutions that make a real difference.

What will you do?

The focus of this role is to help resolve product issues for Schneider Electric field engineers and partners.

The role utilizes Schneider Electric equipment to simulate and test problems experienced in customer's environment.

These troubleshooting actions require the configuration of servers, workstations, controllers, and databases while also using remote desktop software to connect to live systems for troubleshooting purposes.

Essential Duties & Responsibilities: Job functions include:


* Set up and configuration of Windows workstations/servers


* Installing and restoring Building Management Systems


* Work with debugging software and analyzing the resulting logs


* Using provided tools to decipher error logs to determine root cause of problems, such as Wireshark


* Interface with Engineering and Quality Assurance departments


* Ability to be a liaise between Engineering to explain the problem and QA for resolution when needed

Job responsibilities include:


* Troubleshooting and resolving complex system problems


* Understanding Control logic utilizing (DI, DO, AI, AO, Relays, NO, NC, Grnd, TX, RX)


* The ability to quickly learn new products


* Using reference manuals to learn and gain personal knowledge on the various products


* Thorough documentation of support case information and resolutions


* Capable of working with customers who have varying levels of product knowledge and experience


* Excellent phone and personal interaction skills: Ability to relate to the customer on their current issue and converse in a clear and calm demeanor

What qualifications will make you successful?

Preferred System Knowledge: Understanding of Security Technology, Access Control, CCTV, Intrusion Alarm systems, Intercom systems.

Understanding of BMS Technology, HVAC topologies, BMS integration, Field devices, control protocols.


* Bachelors degree in electrical engineering in computer science preferred


* Must have 10+ years of field experience


* Must have Tridium/Niagara Field Experience


* Must have Niagara N4/AX Certification


* HVAC/BMS Control background


* Niagara N4/AX Certification


* TAC IA - LON / BacNet


* TAC Vista - LON


* EcoStruxure Building Operation


* Information Technology, TCP/IP networks, servers, domains, firewalls, routing, windows, and mobile Operating systems.


* Electrical - Low voltage

What's in it for me?


* Meaningful work where your technical expertise directly impacts customer success


* Collaborative culture that values innovation, problem-solving, and knowledge sharing


* Professional growth opportunities including special...