Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to customers globally for transformer monitoring, GIS monitoring, grid monitoring, and circuit breaker monitoring products.

• Offer technical assistance both before and after sales.

• Identify and resolve technical issues related to monitoring devices for both internal and external customers.

• Investigate and develop solutions for software and hardware challenges.

• Deliver remote support for installation, commissioning, maintenance, and repairs.

• Conduct training sessions for both internal teams and external clients.

• Troubleshoot communication protocols and set up SCADA systems utilizing Modbus, DNP3, and IEC61850.

• Assist customers in troubleshooting via phone, email, remote access, or chat.

• Monitor issues until they are fully resolved within the agreed timeframes.

• Provide support after sales for circuit breaker monitoring initiatives.

• Ensure timely and precise feedback is provided to customers.

• Forward unresolved issues to the Engineering, Quality, and other relevant internal teams.

• Record all issues in Salesforce.

• Manage and prioritize multiple ongoing issues effectively.

• Follow up to confirm that customer systems are operating optimally.

• Generate accurate and timely reports.

• Document technical knowledge in notes.

• Uphold professional relationships with clients.

• Travel as needed to support the Field Service Organization.

⛳️ Requirements

• Relevant experience in technical support or similar roles such as field service or R&D.

• Preferred knowledge of the specified Qualitrol monitoring products.

• A Bachelor’s Degree in Electronics, Electronic Engineering, or a related field is preferred.

• Experience in customer support, field service, customer experience, or other relevant technical positions.

• Strong analytical and problem-solving abilities.

• Demonstrated capability in troubleshooting and developing practical solutions to complex problems to fulfill customer requirements.

• Exceptional verbal and written communication skills.

• Ability to convey technical concepts and ideas clearly in simple terms to customers with varying levels of understanding.

• Proficient in interpreting detailed engineering documents, drawings, and wiring diagrams.

• Strong technical expertise in monitoring high-voltage assets and their integration.

• Familiarity with SCADA communication and IEC61850 protocols is highly advantageous.

• Previous experience with Qualitrol monitoring solutions, particularly Online DGA, QTMS, QPDM, QBCM, BEN600, and IDM+, is highly valued.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.