Software, Principal Technical Expert

5 hours ago

Bengaluru, Karnataka, India Schneider Electric Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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 project
  • Responsible 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 team
  • Managing 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


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 API
  • Good hand-on project expertise in Node js and its applications or similar technologies
  • Should have very good knowledge in Java script (js) , Type script (ts)
  • Should have very good knowledge in HTML5, CSS and LESS
  • Knowledge 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 code
  • Strong 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.

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