Technical Support Engineer

Key Responsibilities

• Lead complex technical investigations across electrical systems, identifying root causes and validating corrective actions beyond initial symptom resolution.
• Serve as the primary escalation point for issues that cannot be resolved at Tier 1; take ownership of technically complex or repeat failures until closure.
• Translate field failures into actionable insights for product engineering and manufacturing quality teams to drive permanent corrective actions.
• Develop troubleshooting procedures, diagnostic playbooks, and technical standards to improve first-time fix rates across the service organization.
• Meticulously document technical root causes and resolution steps in Salesforce to continuously build out the internal service engineering knowledge base.

Qualifications

• Education: Bachelor’s degree in Electrical or Mechanical Engineering (or related field) preferred; equivalent experience in engineering technology or field service considered.
• Experience: 3–5+ years in technical support, field service, commissioning, or product support within industrial electrical systems (e.g., switchgear, transformers, power systems).
• Technical Expertise: Strong ability to read and interpret electrical schematics, single-line diagrams, and BOMs. Solid understanding of power distribution systems and troubleshooting methodologies.
• Systems & Tools Experience: With CRM/case management platforms (Salesforce preferred) and ERP systems.
• Core Capabilities: Strong analytical problem-solving skills and ability to troubleshoot under pressure. Clear communication of technical issues and guidance to field teams and customers. Ability to manage multiple cases and priorities effectively.