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Jobs · OTHR · Massachusetts

Senior Engineer I, Technical Customer Care

Schneider Electric · Foxborough (Foxboro), MA · Yesterday
On-siteOTHRFull-time

About the role

Serves as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms. Leads the investigation and resolution of complex, high-impact customer issues, performing advanced root cause analysis using system diagnostics, customer data, logs, and product behavior. Develops innovative troubleshooting methodologies and drives corrective and preventive actions to reduce recurring issues and improve customer satisfaction. Provides expert-level technical support through phone, email, web, and remote collaboration tools, ensuring timely resolution of critical customer escalations. Acts as the primary technical escalation point for support engineers, System Integrators, Field Service personnel and other Schneider Electric teams. Identifies product defects, systemic issues, and improvement opportunities, collaborating with engineering and product management teams to drive long-term solutions. Mentors and coaches junior support engineers, promoting technical excellence and knowledge sharing across the organization.

Responsibilities

  • Serves as a senior technical authority for customers, partners, and internal stakeholders across Foxboro SDA and DCS hardware, software, networking, and application platforms.
  • Leads the investigation and resolution of complex, high-impact customer issues, performing advanced root cause analysis using system diagnostics, customer data, logs, and product behavior.
  • Develops innovative troubleshooting methodologies and drives corrective and preventive actions to reduce recurring issues and improve customer satisfaction.
  • Provides expert-level technical support through phone, email, web, and remote collaboration tools, ensuring timely resolution of critical customer escalations.
  • Acts as the primary technical escalation point for support engineers, System Integrators, Field Service personnel and other Schneider Electric teams.
  • Identifies product defects, systemic issues, and improvement opportunities, collaborating with engineering and product management teams to drive long-term solutions.
  • Mentors and coaches junior support engineers, promoting technical excellence and knowledge sharing across the organization.

Requirements

  • Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related technical discipline. A Master’s degree is preferred.
  • 8+ years of hands-on experience in process control, industrial automation, DCS, SCADA, or related control system environments.
  • Demonstrated experience supporting complex customer environments and leading resolution of critical technical issues.
  • Proven track record of mentoring technical teams and influencing cross-functional stakeholders.
  • Experience working directly with customers in mission-critical industrial environments.

Qualifications

  • Expert knowledge of Foxboro DCS, industrial automation systems, and associated architectures.
  • Advanced troubleshooting and root cause analysis skills across hardware, software, communications, and application layers.
  • Strong proficiency in programming, scripting, and system integration technologies.
  • Deep understanding of operating systems, networking, databases, APIs, virtualization, and cybersecurity concepts.
  • Experience with industrial communication protocols such as Modbus, OPC, Ethernet/IP, Profinet, APL or similar technologies.
  • Ability to analyze complex system interactions and develop scalable, long-term solutions.
  • Strong technical documentation, presentation, and training delivery skills.
  • Demonstrated ability to lead technical projects and drive continuous improvement initiatives.

Skills

  • After hour call support - as needed

Preferred Competencies

  • Technical leadership and mentoring.
  • Customer-focused problem solving.
  • Strategic thinking and decision-making.
  • Project and stakeholder management.
  • Continuous improvement mindset.
  • Excellent written and verbal communication skills.
  • Ability to work effectively in a global, multicultural environment.

Benefits

The expected pay range for this full-time position is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this U.S. based position applies to candidates located within the United States.

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