Company Overview
Schneider Electric is a global leader in energy management and automation, delivering innovative solutions that ensure Life Is On for everyone, everywhere, and at every moment. As part of our growing digital ecosystem, we are strengthening our technical support capabilities for EcoStruxure Building Activate (EBA) -a cloud-connected, next generation building automation platform used worldwide.
We are seeking a highly skilled L4 Product Support Engineer to join our advanced support organization and ensure the reliability, stability, and continuous improvement of our building automation solutions in the field.
Role Overview
The Level 4 Product Support Engineer provides expert-level technical support, advanced troubleshooting, and system-level diagnostics for complex issues that go beyond the scope of L3 support. This role serves as the technical escalation point for global support teams, partners, and country front-office engineers.
You will work closely with R&D, QA, product management, and field teams to analyze defects, replicate issues, propose corrective actions, and contribute to long-term product improvements. This role requires strong system thinking, analytical depth, and the ability to investigate issues spanning hardware, firmware, cloud, and mobile components.
Key Responsibilities
Advanced Troubleshooting & Root Cause Analysis
- Investigate and resolve complex system-level issues across hardware, firmware, cloud, and mobile platforms.
- Analyze logs, traces, network captures, system metrics, and API interactions to identify root causes.
- Reproduce field issues in lab environments to validate hypotheses and support engineering teams.
- Own critical escalations from L3 teams, ensuring timely and high-quality resolution.
- Provide RCA documentation, corrective action proposals, and long-term recommendations.
System-Level Analysis & Integration Support
- Perform deep-dive analysis of EBA system architecture, including controllers, gateways, cloud components, and mobile workflows.
- Support integration efforts across different layers of the EBA platform and its external integrations .
- Validate end-to-end workflows to ensure subsystem interoperability and performance.
- Troubleshoot integration protocols such as BACnet, Modbus on the edge side and MQTT, REST APIs, HTTPS, and other IoT communication layers for the cloud communication
- Identify system bottlenecks, performance issues, and configuration defects.
Collaboration & Knowledge Sharing
- Serve as the bridge between field support teams and R&D engineering groups.
- Provide detailed field insights to influence product roadmaps and design decisions.
- Document troubleshooting guides, diagnostic procedures, and knowledge base articles.
- Deliver post-escalation briefings and contribute to continuous improvement loops.
- Mentor L3 engineers and help elevate the technical competence of the product support team.
Support for Senior L4 Initiatives
- Contribute to product quality improvement initiatives, including failure mode analysis and test coverage enhancements.
- Participate in cross-functional reviews, defect triages, and technical deep-dive sessions.
- Support the development of troubleshooting tools, diagnostic frameworks, and automation scripts.
- Recommend improvements in escalation workflows, documentation structure, and customer experience practices.
Qualifications:
- Bachelor's degree in Electrical Engineering , Electronics, Computer Engineering, Instrumentation, or related field.
- 10+ years of experience in system-level troubleshooting, advanced technical support, or product integration roles.
- Strong analytical and debugging skills with experience diagnosing complex behaviours across distributed systems.
- Hands-on experience with building automation, HVAC systems, IoT devices, or industrial automation platforms.
- Proficiency in Python or similar scripting languages for automation, data extraction, and analysis.
- Strong knowledge of Windows/Linux fundamentals, networking (TCP/IP, DNS, VPN, certificates), and API-level debugging.
- Excellent communication skills and ability to explain complex technical topics clearly.
Preferred Skills:
- Experience with HVAC systems and building controls.
- Familiarity with tools such as Jira, Grafana, and Jenkins.
- Hands-on experience with lab equipment (oscilloscopes, multimeters , analyzers ).
- Knowledge of agile methodologies and collaborative workflows.
- Experience working in global, multi regional support environments.
Performance Objectives:
- Deliver timely and effective resolution of escalated critical issues within defined SLAs.
- Improve product reliability by contributing RCAs, reproducible defect scenarios, and engineering-quality test cases.
- Reduce repeat escalations through robust analysis and knowledge sharing.
- Strengthen team capabilities through mentorship, documentation, and diagnostic tool improvements.
- Contribute to continuous improvement initiatives that enhance customer experience and system stability.
Why Schneider Electric
At Schneider Electric, you join a company committed to sustainability, innovation, and inclusion. You will collaborate with global teams, work on mission-critical building automation solutions, and directly influence product quality and customer satisfaction worldwide. Your work will help ensure resilient, intelligent, and energy-efficient buildings across the globe.
Looking to make an IMPACT with your career?
When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.
We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
Become an IMPACT Maker with Schneider Electric - apply today!
40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here
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.
