Schneider Electric
Software Technical Support Engineer
Be the trusted partner in Sustainability and Efficiency.
Customer service and support
Full-time
Hybrid | Sydney, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Schneider Electric
Schneider’s purpose is to create Impact by empowering all to make the most of our energy and resources, bridging progress and sustainability. At Schneider, we call this Life Is On.
We are a global industrial technology leader bringing world-leading expertise in electrification, automation and digitisation to smart industries, resilient infrastructure, future-proof data centres, intelligent buildings, and intuitive homes. Anchored by our deep domain expertise, we provide integrated end-to-end lifecycle AI enabled Industrial IoT solutions with connected products, automation, software and services, delivering digital twins to enable profitable growth for our customers.
We are a people company with an ecosystem of 150,000 colleagues and more than a million partners operating in over 100 countries to ensure proximity to our customers and stakeholders. We embrace diversity and inclusion in everything we do, guided by our meaningful purpose of a sustainable future for all.
About the role
The team is responsible for supporting customers in the “Industrial Automation” business in our Pacific Zone of Australia and New Zealand. Schneider Electric has an opportunity for an individual to join the team as a Software Technical Support Engineer.
Reporting into the Customer Success division, Pacific (Zone) and based in Macquarie Park NSW, the role is tasked with ensuring continued smooth operations for our customers, troubleshoot and diagnose faults in a wide range of areas across SCADA verticals and products that we support including GeoSCADA, AVEVA System Platform and AVEVA Plant SCADA.
The role also collaborates closely with other teams including pre-sales, sales, quotes and procurement within the organisation, focusing on the customer’s end to end experience with Schneider Electric.
Key responsibilities:
- Owning, investigating and resolving complex software issues, proposing work-a-rounds for customers
- Accurate and timely documentation of activities and findings in case management system
- Contribution to digital self-help materials promoting faster problem resolution for our customers while building a robust internal knowledge sharing platform for our team
- Collaboration with colleagues in other support centres and departments
- Focus on customer experience, contributing a successful interaction. Managing customer experience by regular and empathetic communication with customers while keeping the focus on technical resolutions
- Learning every day and actively contributing to the team and our customers
About you:
To see success in this role, you will be able to demonstrate 1-2 years of experience in Application Support within an ASX top 100 business (supporting mainstream software applications and an array of customers), including proficiency working with and understanding software architecture, software unit testing and other aspects of the SDLC.
Your personal drivers, professional confidence, and desire to work for a value-based organization with leading edge solutions will be supported by a tertiary qualification in Engineering or Computer Science and complemented by a working understating of software and automation hardware communications and setup.
Key skills and experience:
- Previous experience with AVEVA System Platform and Plant SCADA or GEO SCADA will be advantageous
- Ability to demonstrate understanding of windows operating system, networking concepts and security
- Knowledge of general windows operating system tools and commands that help with diagnosing and troubleshooting software
- Working knowledge and understanding or experience with integrating hardware and software
- Quick thinking, self-motivated and inspired action is a must to maintain customer satisfaction while resolving issues satisfactorily
What you'll be responsible for
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
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Collaborative Issue Resolution
Collaborate with other people or teams to resolve complex customer issues
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
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Problem solving
Identifies problems and develops logical solutions that address the problems
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
Meet the team
Applying with Hatch
Schneider Electric is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch