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Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative
The Role:
The Primary Technical Support Engineer Industrial Automation serves as the frontline technical expert for customers using industrial automation hardware, software, and connected systems. This role provides Level 1 and Level 2 technical support, focusing on initial troubleshooting, system checks, and resolution of common issues related to industrial control systems.
The engineer ensures smooth operations for clients in manufacturing, energy, utilities, and other industrial sectors by delivering excellent technical assistance, problem analysis, and escalation when needed. Because the Global Hub provides support to customers in multiple countries and time zones, the Primary Technical Support Engineer role is designed to operate in a 24/7 support environment. Team members are required to work within a rotating shift schedule to ensure consistent global coverage and timely response to customer issues.
What will you do
Customer Support & Issue Management
- Serve as the first point of contact for automation-related technical inquiries.
- Perform initial triage, reproduce issues, gather logs, and isolate problems.
- Troubleshoot Level 12 issues involving:
- PLCs
- HMIs and operator panels
- Industrial sensors, drives, and controllers
- Industrial communication networks (Modbus, Profibus, Ethernet/IP, Profinet)
- Ecostruxure Software (Machine Expert, Automation Expert, Control Expert)
- Provide guidance on installation, configuration, and basic programming tasks.
- Document all actions and maintain clear, customer-friendly communication throughout case lifecycle.
Technical Analysis & Escalation
- Identify whether issues are configuration-related, hardware-related, or due to network/device interaction.
- Escalate complex automation failures or system-level issues to Advanced Support or Engineering.
- Support field service teams with remote diagnostics when necessary.
System & Product Knowledge Support
- Stay updated on:
- Latest firmware, patches, and compatibility notes.
- Product updates and known issues.
- New automation technologies used by customers.
- Contribute to the knowledge base with troubleshooting tips, how-to articles, and user documentations.
Operational & Team Collaboration
- Work within established SLAs to ensure timely resolution for industrial clients.
- Work within a 24/7 global support structure, following assigned rotating shifts to provide continuous coverage across different regions and time zones.
- Participate in scheduled day, mid, and night shifts, including weekends and holidays, as part of the global operations model.
- Support coordination with teams and customers located in different geographic zones (APAC, EMEA, Americas) to ensure effective collaboration and handover of cases.
- Collaborate with R&D, QA, Product, and Field Service teams to share insights and improvements.
- Assist in preparing best-practice guides for customers deploying automation systems.
Related Duties As Assigned
- The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.
- Consequently, job incumbents may be asked to perform other duties as required.
Who will be Successful
- Bachelor's degree from an accredited college or university with major course work in Engineering, Information Technology or related field is required and preferred.
- At least 1 year in Technical Support, Field Service, or Automation Engineering roles.
- Strong understanding of Industrial control systems (PLCs, HMIs, SCADA), Automation workflows and ladder logic basics, Industrial communication protocols (Ethernet/IP, Modbus, etc.) and troubleshooting mechanical/electrical control equipment.
- Basic knowledge of electrical diagrams, control circuits, and industrial sensors.
- Excellent communication skills with ability to explain technical concepts to non-technical users.
- Ability and willingness to work in a 24/7 shifting schedule to support global time zones.
- Customer-first attitude with strong analytical and problem-solving skills
- Experience with major automation platforms such as: Schneide-Electric Ecostruxure solutions.
- Familiarity with OT/IT integration, including basic networking and cybersecurity.
- Competence in diagnostics tools
- Exposure to industrial environments (manufacturing, energy, water, oil & gas, logistics).
Let us learn about you! Apply today.
Looking to make an IMPACT with your career
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric apply today!
36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and inclusion is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
