Software, Principal Technical Expert

3 hours ago

bangalore, India Schneider Electric Full time

Qualifications - Technical:Bachelor of Engineering degree in electrical, electronic or computer science (or related field).6+ years of technical support experience in electrical industry.2+ years of experience in a role developing, deploying, testing or supporting SCADA applications.2+ years of experience in L4 support for energy monitoring and control applications.Should have min 2 years' experience in Microsoft Web APIGood hand-on project expertise in Node js and its applications or similar technologiesShould have very good knowledge in Java script (js) , Type script (ts)Should have very good knowledge in HTML5, CSS and LESSKnowledge MS SQL Server is must Experience in Power monitoring expert and ION meters and ION protocol is desirable.  Knowledge of communication protocols and standards used in electrical industry.The aptitude to resolve unique customer issues.Good understanding of the power meter & insulation monitoring device range offers and its targeted customer applications.Solid understanding of the building management and power management applications.Strong power systems and metering expertise.Qualifications – Soft skills:Critical and lateral thinking ability.Knowledge of troubleshooting techniques.The ability to work proactively with development and support teams in the customer support lifecycle.You are comfortable jumping in and quickly getting your "hands dirty" in new and unfamiliar codeStrong team approach, leveraging others and mentoring people based on experiences.Inquisitive nature; a strong desire to understand the finer details of how things work.Must be able to multi-task and work independently on assignments, while consistently meeting deadlines and SLAs.Strong interpersonal, written and oral communication skills.Must be able to display a courteous and professional demeanor with a positive attitude. Key responsibilities:Analyze customer escalations for prioritization Support for the timely deliveries of the Project without compromise on the KPI & Quality Goals.Analyze and provide right solutions/fixes for the existing issues or defects in the projectResponsible for design and development of new features in the project.Should collaborate with other disciplines like verification & validation, quality, and whatever required by the project teamManaging customer expectations through resolution process.Creation of necessary documentation for customer communication (5-Why, 8D, RCA, etc.).Leading resolution on escalated customer incidents.Leadership in process improvement for customer incident resolution.Mentoring of Technical Support groups on new features and resolutions to common situations.Building diagnostics tooling to help Technical Support teams identify issues themselves.Creating digital assets to helping customers proactively.Sharing key information through online technical communities.Articulate and advocate for real customer scenarios to project teams.Assist in project verification and validation activities, bringing in customer experiences.Involvement in Systems Engineering activities based on customer experiences.Involvement in project reviews and defect triage to highlight customer risks

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