Expert Technical Support Engineer

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 distribution systems and power quality.
• Experience with SCADA, EMS, and Power Monitoring solutions.
• Knowledge of industrial communication protocols:
• Modbus RTU/TCP
• IEC 61850
• DNP3
• Ethernet-based industrial networks
• Ability to analyse power system events, alarms, logs, and communication issues.

Preferred Skills

• Experience with Schneider Electric EcoStruxure solutions.
• Knowledge of Scada Systems.
• Understanding of Grid Interconnection and Smart Grid technologies.
• Knowledge of IEC, IEEE, UL, and power system standards.

Behavioural Competencies

• Customer-centric mindset.
• Strong analytical and troubleshooting skills.
• Excellent verbal communication.
• Ability to work across global and multicultural teams.
• Self-motivated and proactive problem solver.
• Strong stakeholder management and collaboration skills.