Expert Technical Support Specialist

What do you get to do in this position?

This opportunity will be a step further in the career’s candidates who have a robust technical background on power solutions systems and software, good experience of customer applications and projects, as well as good communication and coordination skills.

You’ll work providing global support for our partners, system integrators, sales team, customer care centers and engineering teams.

You will investigate the technical requests and issues, reproduce them in our technical laboratories and / or with remote access to customer sites and coordinate the resolution with the key stakeholders (Customers / Customer Care centers, R&D, Quality).

The goal is to provide in a timely manner a solution to customer’s issue.

In Summary:

• Analyze, troubleshoot and resolve technical problems brought to us by customers, Application Engineers, Sales personnel and Engineering.
• Assist R&D and Quality team in testing solutions and hotfixes.
• Document technical details of the case (issue, environment, root cause, proposed solution and additional notes) in our CRM system.
• Grow competencies of Advanced Tech Support Teams and Country Operations.
• Act as customer voice in the CSQ Organization, bringing back their feedback and inputs.
• Understand customer application requirements, test scenarios and typical use-cases.
• Contribute to our digital support platforms (MS Teams, Exchange Community, se.com).
• Create relevant technical knowledge articles for customer self-support.

This job might be for you if:

• Great problem-solving and troubleshooting skills.
• Customer oriented.
• Collaborative mindset.
• Self-motivated and self-directed.
• Able to multitask, prioritize, and manage time efficiently.
• Organized and has a great sense of documenting.
• Ability to communicate in English verbally and written.
• Ability to share detailed technical information in an easy to understand manner.
• Ability to interact effectively with our global team and customers.

• Bachelor of Science in Electrical/Computer Engineering, Electronics, Automation Technology, or Industrial Control or equivalent from a two-year college or technical school; or equivalent job related experience and knowledge in the electrical or computer fields.
• Great knowledge in networking principles and operating systems such as Windows Server/Active Directory/Group Policy/IIS .
• SQL Server and database structure knowledge.
• Experience with Web application development is desirable.
• Software maintenance and testing capability.
• Power systems knowledge.
• Intermediate or advanced knowledge in Modbus communication protocol (OPC DA, IEC61850, SNMP are also desirable).
• Working knowledge with routing protocols, TCP/IP, HTML and Ethernet.
• Experience in a wide range of Power Solutions systems (SCADA, power meters, gateways, protection relays) and associated networks, together with computer operating systems.
• Knowledge of troubleshoot tools such as Wireshark, SQL Profiler, Windows logs.
• A passionate, well-respected, natural born leader who is a collaborator with a go-get attitude.
• Strong communication and management skills.