(Eplan) Technical Support Engineer

Rittal; Schaumburg (IL); On-site; USD 75,000 - 95,000; Full time

Job summary

EPLAN Software & Services LLC is seeking a Technical Support Engineer in the United States to assist customers, analyze concerns, and guide users to optimal solutions with EPLAN products. You will share best practices and collaborate with the 2nd level team to resolve complex issues.

Must reside near Schaumburg, IL (or Farmington Hills, MI) and have an electrical engineering background with 1–2+ years in engineering or software support. Excellent English communication is required.

Qualifications

• Educational background in Electrical Engineering or related technical discipline.
• 1–2+ years of professional experience in engineering, automation, software, or related industries.
• Experience in technical support, help desk, or customer-facing roles preferred.
• Working knowledge of CAE/CAD tools for electrical, hydraulic, and pneumatic design.
• Proficiency with networking concepts, Windows Server, Windows OS, and MS Office.

Responsibilities

• Provide technical product support to EPLAN customers and resolve software issues.
• Document, track, and manage support cases within the EPLAN Solution Center.
• Share technical knowledge and best practices through channels.
• Collaborate with EPLAN Second Level Support to resolve complex issues.
• Maintain up-to-date knowledge of EPLAN products and industry developments.
• Support technical and sales teams with product expertise and inquiries.
• Identify potential sales and service opportunities during support.
• Build and maintain positive customer relationships with responsive communication.
• Ensure activities comply with processes, service standards, and response-time expectations.

Skills

Technical Support

Customer Communication

Networking concepts

Windows OS

MS Office

Education

Electrical Engineering background

Tools

CAE/CAD tools

Windows Server

Microsoft Office

Job description

Efficient Engineering is when a PLAN becomes EPLAN

EPLAN Software & Services LLC provides software and service solutions in the fields of electrical, automation, and mechatronics engineering. The company develops one of the world’s leading design software solutions for machine and panel builders. We continually evolve the business with help from our Marketing, Sales, and Professional Services Teams as we grow our presence in the North American Markets.

Compensation: 75,000 – 85,000 – 95,000

Location: Candidate must be located near Schaumburg, IL or Farmington Hills, MI

Visit the ePlan Home Page

Role

As a Technical Support Engineer, you are an essential team member willing to help serve our customers, analyze concerns, review optimal solutions based on our portfolio, and help guide our customers towards a positive technical experience in EPLAN solutions. The Technical Support Engineer will also look to share best practices and lessons learned through multiple channels. You will also interact with sales engineers and product specialists from our 2nd level team to solve complex problems.

Key Responsibilities

• Provide technical product support to EPLAN customers, resolving software and application-related issues.
• Document, track, and manage support cases within the EPLAN Solution Center.
• Contribute technical knowledge and best practices to the EPLAN Knowledge Center for customers and colleagues.
• Collaborate closely with EPLAN Second Level Support to collaborate and resolve complex technical issues.
• Maintain current knowledge of EPLAN products, updates, and industry developments.
• Support technical and sales teams with product expertise and customer-related inquiries.
• Identify potential sales and service opportunities while delivering customer support.
• Build and maintain positive customer relationships through responsive and professional communication.
• Ensure support activities comply with established processes, service standards, and response-time expectations.

Required Qualifications

• Educational background in Electrical Engineering or a related technical discipline.
• 1 to 2+ years of professional experience in engineering, automation technology, software, or related industries.
• Experience in technical support, help desk, hotline support, or customer-facing technical roles preferred.
• Working knowledge of CAE/CAD tools used for electrical, hydraulic, and pneumatic system design.
• Proficiency with networking concepts, Windows Server, Windows operating systems, and Microsoft Office applications.
• Strong verbal and written communication skills in English.
• Excellent interpersonal, networking, and customer relationship management skills.
• Strong business awareness with the ability to support customer needs while recognizing business opportunities.
• Ability to work effectively with regional sales teams, technical departments, and support organizations.
• Flexibility to participate in occasional weekend standby support coverage.

Core Competencies

• Technical Support & Troubleshooting
• Customer Service Excellence
• EPLAN Software Support
• Electrical Engineering Fundamentals
• CAE/CAD Systems
• Windows Server & Windows OS
• Microsoft Office Suite
• Network Administration Fundamentals
• Case Management & Documentation
• Cross-Functional Collaboration
• Communication & Relationship Building
• Sales Opportunity Identification
• Knowledge Sharing & Training
• Problem Solving & Analytical Thinking

Additional Information

We will not sponsor applicants for work visas. Applicants must be authorized to work on an unrestricted basis. Hours: M-F. Must reside within an EPLAN location (Farmington Hills, MI or Schaumburg, IL areas).

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may contact the company’s Human Resources Department at [phone].

This option is reserved for individuals who require accommodation due to a disability.

Rittal LLC and Eplan are proud to be an affirmative action/equal opportunity employer. EEO, including Disability/Vets.