Senior Technical Support Engineer

Your Role and Responsibilities

In this role, you will have the opportunity to provide technical assistance to internal and external customers, ensuring timely and cost-effective support in line with standard processes and guidelines. Each day, you will handle complex technical support cases while contributing to customer satisfaction by executing support work according to expectations.

You will be mainly accountable for:

• Providing end-to-end technical support for excitation systems, including installation, configuration, operation, and maintenance.
• Diagnosing and troubleshooting hardware, software, and field issues, and supporting commissioning and system integration at customer sites.
• Conducting root cause analysis, implementing corrective/preventive actions, and ensuring compliance with safety and regulatory standards.
• Preparing and maintaining technical documentation, such as user manuals, troubleshooting guides, and customer reports.
• Collaborating with R&D, design, quality, and field teams to resolve complex technical challenges and improve ways of working.
• Delivering training and knowledge-sharing sessions to customers and internal teams to enhance system understanding.
• Identifying customer concerns and additional support opportunities, and sharing them with the account team through local business processes.
• Analyzing technical issues through customer communication and remote asset connections across certified services and products.

Qualifications for the Role

• Bachelors degree in Electrical / Electronics Engineering (Masters preferred).
• 3-7 years of experience in Excitation Systems (design, commissioning, maintenance, or support).
• Comprehensive knowledge of excitation processes, synchronous machines, power system stability, and control concepts.
• Direct experience with excitation controllers, AVR systems, and related diagnostic tools.
• Proficiency in system testing, problem solving, and technical documentation.
• Proficient communication and interpersonal skills for effective customer interaction and cross-functional collaboration.
• Advanced analytical and problem-solving skills with attention to detail.
• Willingness to travel to customer sites as required.