Key responsibilities:
- Analyze customer escalations for prioritization
- Support for the timely deliveries of the Project without compromise on the KPI & Quality Goals.
- Analyze and provide right solutions/fixes for the existing issues or defects in the project
- Responsible for design and development of current features in the project.
- Should collaborate with other disciplines like verification & validation, quality, and whatever required by the project team
- Managing customer expectations through resolution process.
- Creation of necessary documentation for customer communication (5-Why, 8D, RCA, etc.).
- Leading resolution on escalated customer incidents.
- Leadership in process improvement for customer incident resolution.
- Mentoring of Technical Support groups on new features and resolutions to common situations.
- Building diagnostics tooling to help Technical Support teams identify issues themselves.
- Creating digital assets to helping customers proactively.
- Sharing key information through online technical communities.




- Articulate and advocate for real customer scenarios to project teams.
- Assist in project verification and validation activities, bringing in customer experiences.
- Involvement in Systems Engineering activities based on customer experiences.
- Involvement in project reviews and defect triage to highlight customer risks

Qualifications - Technical:
- Bachelor of Engineering degree in electrical, electronic or computer science (or related field).
- 6+ years of technical support experience in electrical industry.
- 2+ years of experience in a role developing, deploying, testing or supporting SCADA applications.
- 2+ years of experience in L4 support for energy monitoring and control applications.
- Should have min 2 years’ experience in Microsoft Web API
- Good hand-on project expertise in Node js and its applications or similar technologies
- Should have very good knowledge in Java script (js) , Type script (ts)
- Should have very good kn

📌 Software, Principal Technical Expert (Bengaluru)
🏢 Schneider Electric
📍 Bengaluru