Technical Support Engineer - Communication protocols & Ethernet Networks

Job Overview

Networks and Communications Engineer – Customer Support Level 3 (Global). Specialize in IEC 61850 communication and Ethernet-based networks within the Grid Automation domain. Provide technical support through the Level 1 and Level 2 teams, focussing on the newest “Grid Beats™ APS” protection and control solution.

• L3 technical support on assigned product platforms, covering pre‑sales and post‑sales tasks.
• Proactively develop team expertise on additional product platforms (e.g., P40 series, 650, MM, UR, 8 series and legacy products).
• Investigate reported communication and network‑related issues, emphasizing IEC 61850 and Ethernet networks, and generate Application Notes, articles, and guidance to support sales and project delivery.
• Resolve customer complaints (ACT) and prepare Customer Technical Reports for critical cases such as communication disconnections.
• Conduct site visits as needed for evidence gathering, troubleshooting, or customer meetings.
• Provide training on new products and evolutions, update training modules, and train regional trainers.
• Lead or contribute to customer events (roadshows, seminars, in‑depth training, pilot projects).}
• Collaborate with R&D to contribute to product roadmaps and validate new products.
• Maintain awareness of GA product initiatives to ensure technical quality, timely delivery, and resource optimization.
• Provide technical leadership in power‑system communications, participating in industry working groups and conferences.
• Partner with PL teams to apply new or evolving standards and technologies to the product roadmap.

• Engineering degree in Communications, Network Engineering, or a closely related discipline.
• In‑depth knowledge of serial and Ethernet communication protocols and system engineering processes used in substation automation.
• 10+ years of experience in industrial communications within the power system or a similar domain, or an advanced degree in lieu of fewer years of experience.
• Willingness to travel globally up to 10% of time.
• Awareness of cybersecurity standards relevant to substation automation and IEDs (desired).
• Proficiency in presenting and demonstrating technology solutions to customers.
• Fluent in English; additional languages are a plus.
• Strong teamwork and interpersonal skills within a multi‑site expert team.
• Leadership ability to guide moderate‑scope initiatives and manage multiple projects concurrently.
• Effective problem‑identification, analytical, and organizational skills.
• High flexibility to adapt to continuous business changes.

Canadian‑based positions: salary range $ – $ CAD, with discretionary annual bonus eligibility.