Technical Support Engineer - Brightlayer

Eaton; The Dell (MS); Remote; USD 64,000 - 95,000; Full time

Job summary

Eaton, a leader in the electrical sector, is seeking a Technical Support Engineer for remote work. This role involves providing critical assistance for digital products, focusing on troubleshooting and customer support. Ideal candidates will have relevant degrees, experience, and skills, helping improve product performance and customer satisfaction.

Qualifications

• Associate's degree from an accredited institution required.
• Bachelor's degree preferred in a relevant technical field.
• 2 years' experience in technical support, software, or IT preferred.

Responsibilities

• Provide pre-sale and post-sale technical support for digital products.
• Assist customers with product selection, troubleshooting, and application.
• Manage daily phone, chat, and email technical support activity.

Skills

Troubleshooting skills

Communication skills

Customer service skills

Analytical and problem-solving skills

Organizational skills

Education

Associate's degree

Bachelor's degree in Engineering, Computer Science, or related field

Job description

Eaton’s North American Salesdivision is currently seeking aTechnical Support Engineer - Brightlayer to join their team. This remote position offers an excellent opportunity to be at the forefront of technology, focusing on software integration within the electrical sector.

The expected annual salary range for this role is $64,500.00 - $94,600.00 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you’ll do:

The primary function of the Technical Support Engineer is to provide pre-sale and post-sale technical support for Digital Products. The position includes assisting customers with product selection, troubleshooting, and application assistance.

Responsibilities

• Provide technical assistance for Eaton’s digital products
• Develop, modify and troubleshoot digital products.
• Support configuration requests, GUI navigation, password issues, alarm management, and basic functionality of products.
• Understand and identify issues associated with software and products to find the right support resources internally and externally to Eaton.
• Manage daily phone, chat, and email activity.
• Effectively communicate product value proposition and product line strategies.
• Make recommendations for product enhancements.
• Generate sales leads for the field sales organization.
• Participate in the development and maintenance of product support resources.
• Participate on teams to enhance team performance and drive process improvement.

Qualifications:

Required (Basic) Qualifications:
• Associate's degree from an accredited institution
• Candidates must be legally authorized to work in the US without company sponsorship now or in the future

Preferred Qualifications:
• Engineering, computer science, or technical bachelor’s degree from an accredited institution
• 2 years’ experience in technical support, software, or IT

Skills:

• Ability to clearly document key learnings into Knowledgebase articles and references for internal and external consumption
• Troubleshooting skills for web browsers and mobile apps
• Know how to use development tools to determine server issues or client issues
• Basic networking skills for troubleshooting communications, connections, architecture of software plus hardware solutions
• Familiarity with configuring firewall rules, check for open ports, capture & analyze data packets

• Communication skills
• Self-management skills
• Customer service skills
• Able to work well with people across multiple functions
• Organized, detail oriented and ability to manage multiple priorities
• Exceptional listening skills and self-motivation are essential
• Strong analytical and problem-solving skills
• Ability to make timely decisions when several alternatives are available

The application window for this position is anticipated to close on June 12, 2025.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

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