Senior Engineer I, Technical Customer Care

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 Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric - apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrat