Senior Engineer, Product Support

Landis+Gyr is a leading global provider of integrated energy management solutions, measuring and analyzing energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. The innovative portfolio of software, services, and intelligent sensor technology plays a key role in decarbonizing the grid and has helped avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented individuals across five continents. For over a century, Landis+Gyr has been at the forefront of energy innovation, continuously leading the way towards a more sustainable and efficient energy landscape. Join the team at Landis+Gyr and contribute to managing energy better! As a Product Support Specialist, your role involves providing in-depth support for technical issues escalated from the Service Desk/L1/Program teams during OTA & ATR phases of the project. These critical technical issues, which may be time-consuming or beyond the expertise level of the initial teams, require your attention to drive them to resolution. Your responsibilities include fully documenting the resolutions, cross-training the Service Desk/L1/Program teams, and collaborating with various departments within the organization, such as Development, Engineering, Software Quality Assurance (SQA), and Product Management. To excel in this role, you are expected to possess in-depth knowledge of the company's software and hardware products, the business functions of both the company and its customers, as well as superior customer service and troubleshooting skills. With a minimum of 6 years of experience, you will be responsible for ensuring that Customer Relationship Management (CRM) tasks are documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines, leading projects to enhance productivity or customer service, providing end-to-end troubleshooting for deployed products and solutions, conducting root cause analysis, recommending solutions for advanced support issues, and proactively addressing customer concerns accurately and promptly. Additionally, you will be involved in implementing emergency fixes for critical issues, acting as a liaison to other business units within the company, collaborating to enhance the product line, providing on-call support on a rotational basis (0600 to 1800 hrs IST), and installing system releases. A Master's or Bachelor's Degree in Engineering or equivalent is required for this role, along with proven multitasking abilities, strong interpersonal and communication skills, and the capacity to work independently or within a team. Join Landis+Gyr in our commitment to shaping a better future for all. #EnergizeYourCareer and be part of our journey towards a greener tomorrow.,