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.

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.

Technical Support Engineer

Key skills