About the Role

The Expert Technical Support (Level 3) team represents the expert level of technical customer support within Schneider Electric. As part of the central Business Unit organization, the team works closely with Global R&D;, Quality, Product Management, and Marketing teams to resolve complex customer issues, improve product quality, and drive customer success.

In this role, you will serve as a subject matter expert for Schneider Electric's SCADA and Power Automation solutions, supporting critical customer installations worldwide. You will combine deep technical expertise, troubleshooting skills, and customer engagement capabilities to deliver timely and effective resolutions for complex technical challenges.

Key Responsibilities

Technical Support & Incident Management
Own and drive resolution of complex customer technical incidents through Schneider Electric's case management platform (BFO/Salesforce).
Perform advanced troubleshooting and root cause analysis for issues related to SCADA, substation automation, communication protocols,



and power system applications.
Collaborate with Global R&D;, Quality, Product Management, and other support teams to resolve product-related issues.
Ensure customer incidents are handled with urgency, professionalism, and a solid focus on customer satisfaction.
Provide regular status updates and technical guidance to customers throughout the issue resolution lifecycle.

Product Expertise & Problem Resolution
Analyze software, system, communication, and integration issues.
Reproduce customer-reported issues in test settings and identify root causes.
Gather, interpret, and validate logs, traces, network captures, configurations, and site data needed for deeper technical investigations.

Knowledge Management
Develop and maintain technical knowledge articles, troubleshooting guides, best practices, and FAQs.
Create technical documentation, videos, and knowledge-sharing content for internal teams and cus

📌 Expert Technical Support Engineer Dharwad
🏢 Schneider Electric
📍 Dharwad