Sr Engineer I, Technical Customer Care

Schneider Electric Corp; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Schneider Electric Corp in Bengaluru, India, seeks an experienced Level 3 Technical Support engineer to provide expert support for EcoStruxure Building Operation and related building management systems. You will resolve complex issues, support local technical teams, and work with Engineering to improve solutions and outcomes.

Responsibilities include investigating product failures, maintaining CRM case updates, and remotely diagnosing customer installations.

Qualifications

• Strong hands-on experience in system troubleshooting across building automation, software, hardware, networks, and databases.
• Experience with Microsoft Windows and Linux operating systems.
• Knowledge of BMS communication protocols such as BACnet, LON, and Modbus.
• Strong written and spoken English.
• Previous Technical Support experience is highly valued.
• IoT devices and cloud-based connectivity.

Responsibilities

• Provide expert Level 3 technical support for EcoStruxure Building Operation and related building management systems.
• Resolve complex technical issues across software, hardware, networking, databases, controllers, and building automation systems.
• Guide in-country support teams, Application Engineers, Sales teams, and customers on advanced technical cases.
• Investigate product failures, reproduce issues, and provide clear technical evidence to Engineering.
• Maintain accurate case updates in the CRM system and drive cases toward timely resolution.
• Connect remotely to customer installations for diagnostics and resolution of critical issues.
• Design, plan, research, evaluate, and test systems used to monitor or control electrical equipment and building management systems.

Skills

Building automation knowledge

English communication

IT networking fundamentals

Problem solving

Customer-facing communication

Education

Engineering degree in Electrical Engineering, Building Automation, Computer Science, or equivalent

Job description

Job 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.