Senior Customer Support Engineer

Compensation

U.S. based position: expected compensation range $108,000 - $129,600 per year, including base pay and short-term incentive.

Benefits include medical (with member reward points), dental, vision, basic life insurance, Benefit Bucks credits, flexible work arrangements, paid family leaves, 401(k) + match, well‑being and recognition programs, 12 holidays per year, 15 days paid time off per year pro-rated in the first year of employment, opportunity to purchase company stock (eligibility depends on start date), and military leave benefits.

• Provides expert technical support to customers, partners, and internal stakeholders across Foxboro hardware, software, and application platforms.
• Performs detailed root cause analysis using system diagnostics, customer data, and product behavior. Applies known solutions when available and collaborates with others to develop new or improved solutions when necessary.
• Responds to customer issues via phone, email, or web, ensuring timely and professional resolution.
• Supports SE-approved System Integrators, Field Service, Project Operations, and other SE teams with technical guidance and troubleshooting.
• Utilizes clear and effective communication to build strong working relationships with customers and colleagues from diverse cultural and professional backgrounds.
• Uses appropriate tools, processes, and escalation procedures to ensure timely issue tracking and resolution.
• Communicates effectively across departments to achieve alignment on solutions and customer outcomes.
• Actively participates in new product planning activities and cross‑functional development teams.
• Provides service requirements to development teams, reviews technical documentation, and contributes to designs that improve product serviceability and readiness.
• May develop and deliver training programs for internal staff, service personnel, and customers.
• Travel may be required on occasion to support customer needs, including onsite troubleshooting, complex issue resolution, data collection, system audits, and software upgrades.
• Uses available tools, diagnostics, and resources to resolve issues efficiently and professionally.
• Ensures alignment with internal quality, safety, and escalation procedures.

• Education: Bachelor’s degree in Engineering, Computer Science, or a related technical discipline.
• Experience: Minimum of 5 years of hands‑on experience in process control, including exposure to industrial automation, control systems, or distributed control environments.
• Technical
  
  Skills:
  
  Strong proficiency in programming, system troubleshooting, and technical customer support, with the ability to diagnose complex issues and deliver clear, effective solutions.

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.