Senior Engineer I, Technical Customer Care

Job Description

ROLE SUMMARY

Provide expert Level 3 technical support for EcoStruxure Building Operation and related building management systems. You will resolve complex customer issues, support local technical teams, investigate product failures, and work with Engineering to improve solutions and customer outcomes. What You Will Do* Resolve complex technical issues: Provide expert support for software, hardware, networking, databases, controllers, and building automation systems.

• Support regional teams: Guide in-country support teams, Application Engineers, Sales teams, and customers on advanced technical cases.
• Investigate product failures: Identify and qualify potential product defects, reproduce issues, and provide clear technical evidence to Engineering.
• Manage support cases: Maintain accurate case updates in the CRM system, document troubleshooting performed, and drive cases toward timely resolution.
• Troubleshoot customer systems: Connect remotely to customer installations for diagnostics, healthy-system checks, and resolution of critical issues.
• Validate complex solutions: Design, plan, research, evaluate, and test systems used to monitor or control electrical equipment and building management systems.
• Handle critical escalations: Prioritize high-impact site issues, particularly those affecting Global Strategic Accounts and Strategic Partners.
• Build technical knowledge: Research technical problems and create clear documentation covering solutions, known issues, and troubleshooting guidance.

Systems and Technologies Core technical areas* Software and hardware troubleshooting

• Microsoft Windows and Linux
• IP networks and communication systems
• Database troubleshooting
• IoT devices and cloud connectivity

Building automation environment* EcoStruxure Building Operation (EBO)

• Building Management Systems (BMS)
• Heating, ventilation and air conditioning (HVAC)
• Electrical and power systems
• BACnet, LON and Modbus protocols
• Fire, access and security integrations

What We Are Looking For Education: Engineering degree in Electrical Engineering, Building Automation, Computer Science, or an equivalent qualification. Experience: Strong hands-on experience in system troubleshooting, diagnosis, and problem solving across building automation, software, hardware, networks, and databases. Previous Technical Support experience is highly valued. Essential Skills

• Strong knowledge of building automation and control systems, including HVAC applications.
• Experience with Microsoft Windows and Linux operating systems and associated network environments.
• Strong IT and IP networking fundamentals.
• Knowledge of BMS communication protocols such as BACnet, LON, and Modbus.
• Ability to work with customers and stakeholders from varied technical backgrounds, including engineers, electricians, IT teams, account managers, and Sales teams.
• Strong written and spoken English.

Preferred Experience* Power or electrical systems knowledge.

• IoT devices and cloud-based connectivity.
• Experience providing technical support for BMS or building automation solutions.

How You Will Work* Customer-focused, positive, and motivated to learn new products and technologies.

• Organized and able to work independently as well as within cross-functional teams.
• Clear, practical communicator who is comfortable in a fast-paced, dynamic environment.
• Curious, collaborative, and willing to challenge existing approaches constructively.
• Available for occasional travel to customer sites worldwide.

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.

Local Benefits (English)

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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.

(External) English Company Boiler Plate: 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