Advanced Technical Support Engineer Power & Energy Systems

Electro Industries / GaugeTech; Village of Westbury (NY); On-site; USD 90,000 - 125,000; Full time

Job summary

Hubbell Incorporated seeks a Technical Support Engineer to provide advanced technical and product support to customers, coordinating with Field Service, Engineering and Product teams to resolve complex issues. You will troubleshoot hardware, firmware, and applications and assist with RMAs and product feedback.

Role emphasizes customer satisfaction, response improvement, and documentation. Travel up to 50% to customer sites and on-site installations may be required.

Qualifications

• B.S. in Electrical Engineering or an Associate Degree in Electrical/Electronic Engineering.
• Minimum 3 years of experience in related technical or engineering roles.
• Working knowledge of Modbus, IEC 61850, DNP, and BACnet.
• Excellent customer service experience in related businesses and customers.
• Experience with troubleshooting product and application issues.
• Understanding of power systems, metering applications, industry standards, and electrical equipment.
• Strong analytical, diagnostic, and troubleshooting abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Provide advanced technical and product support to customers via remote tools, phone, email, and on-site support as needed.
• Troubleshoot and diagnose complex hardware, firmware, and application issues to minimize customer downtime.
• Triage incoming support cases, prioritize issues, and ensure timely resolution or escalation.
• Serve as a technical liaison between customers, Engineering, R&D, Product Management, and Field Service teams.
• Support engineering investigations by reproducing issues, collecting data, and validating corrective actions.
• Coordinate and manage RMAs, including failure analysis and customer communication.
• Facilitate startup and commissioning of new installations, including remote commissioning support.
• Review and create technical documentation such as troubleshooting guides, FAQs, and application notes.
• Provide structured feedback on product performance, defects, and enhancement opportunities.
• Train customer personnel on equipment operation, maintenance, and safe work practices.
• Participate in support case reviews and contribute to process and product improvement initiatives.
• Ensure compliance with company standards, safety policies, and quality requirements.

Skills

Modbus

IEC 61850

DNP

BACnet

Customer service

Troubleshooting

Power systems knowledge

Communication skills

Education

Electrical Engineering degree or related

Job description

Hubbell Incorporated seeks a Technical Support Engineer to provide advanced technical and product support to customers, coordinating with Field Service, Engineering and Product teams to resolve complex issues. You will troubleshoot hardware, firmware, and applications and assist with RMAs and product feedback.

Role emphasizes customer satisfaction, response improvement, and documentation. Travel up to 50% to customer sites and on-site installations may be required.