Technical Support Engineer- Westbury, NY

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

Job Overview

The Technical Support Engineer provides advanced technical and product support to customers, ensuring timely resolution of complex product and application issues. This role focuses on troubleshooting, issue investigation, and customer communication, working closely with Field Service, Engineering, and Product teams. The Technical Support Engineer plays a key role in maintaining high customer satisfaction, improving response times, and providing critical product feedback to support continuous improvement. This role requires strong knowledge of EIG (Electro Industries/GaugeTech) products or equivalent and their applications in power monitoring, energy management, and electrical distribution systems.

Compensation will be based on experience and qualifications and will be discussed during the interview process. The salary range for this role is $90,000-$125,000 annually and offers a competitive benefits package.

A Day In The Life

• 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 efficient startup and commissioning of new installations, including remote commissioning support
• Review and create technical documentation such as troubleshooting guides, FAQs, application notes, and procedures
• 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 requirement

What will help you thrive in this role?

Skills / 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 industry communication protocols such as Modbus, IEC 61850, DNP, and BACnet.
• Excellent customer service experience in related businesses and customers
• Experience with troubleshooting product and application issues
• Understanding power systems, metering applications, industry standards, and electrical equipment.
• Excellent analytical, diagnostic, and troubleshooting abilities.
• Strong verbal and written communication skills, with the ability to explain technical issues to non‑technical users.
• Knowledge of power quality analysis, energy metering, and electrical distribution monitoring systems
• Experience with meter configuration, data logging strategies, and communication setup
• Familiarity with industrial and commercial energy management applications

Physical Demands

The Employee Must Be Able To

• Speak and listen regularly as part of daily duties.
• Stand, walk, handle equipment, and reach with hands and arms frequently.
• These physical requirements reflect the essential functions of the role.
• Travel up to 50% to customer sites

Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Utility Solutions

Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications. HUS provides the critical components that allow the grid to reliably transmit and distribute energy, as well as the communications and controls technologies to make the grid smarter and more flexible.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.