Senior Engineer I, Technical Customer Care

Schneider Electric; Bengaluru; Sur place; INR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

Schneider Electric in Bengaluru, India, seeks an expert Level 3 technical support engineer for EcoStruxure Building Operation and related building management systems. You will resolve complex customer issues, guide regional teams, investigate product failures, and collaborate with Engineering to improve solutions and outcomes.

Responsibilities include remote diagnostics, documenting troubleshooting steps, and maintaining CRM case updates. Travel to customer sites worldwide is possible as needed.

Qualifications

• Engineering degree or equivalent in Electrical Engineering, Building Automation, or Computer Science.
• Experience with troubleshooting across building automation, software, hardware, networks and databases.

Responsabilités

• Provide expert Level 3 technical support for EcoStruxure Building Operation and related BMS.
• Resolve complex customer issues and support local technical teams.
• Investigate product failures and work with Engineering to improve solutions.

Connaissances

Building automation

Windows

Linux

Networking basics

BMS protocols

English fluency

Customer collaboration

Formation

Engineering degree in Electrical Engineering

Building Automation or Computer Science (equivalent)

Outils

BACnet

LON

Modbus

Description du poste

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.

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.

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.

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

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 demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.