Product Support & DevOps Engineer

We have an exciting leadership opportunity for an experienced Product Support & DevOps Engineer to join our R&D team. This position reports to the R&D Manager and is responsible for supporting and enabling our product line solutions. You will be in charge of specific customer investigations and resolutions, training of stakeholders within Schneider Electric, and working on proactive topics such as bug fixes, training, and technical discovery. Your responsibilities include but not limited to support teams in implementing tools, processes, & culture to help increase the velocity of the software development lifecycle. Drive the creation of automated pipelines supporting Continuous Integration and Continuous Delivery. What will you do? Product Support & DevOps Engineer at Schneider Electric employ a combination of Electrical, System and Software Engineering skills to: Assist Application Engineers with site-specific difficulties during new site commissioning as well as system extensions. Work closely with our direct and indirect international sales force and L3/2 to manage customer relationship and satisfaction. Assist L3/2 occasionally in preparing and presenting customer product demos. Research, identify, develop and recommend corrective measures to address technical issues identified in the field or in-house. Participate in development projects by contributing knowledge of customer applications, providing user information requirements, providing test scenarios and typical use-cases, and occasional participation in actual development and Test cycles. Analyzing customer escalations for prioritization Reproducing, troubleshooting, resolving and documenting technical support cases impacting our customers Managing customer expectations through resolution process Leading process improvement for customer incident resolution Mentoring of Technical Support groups with new features and resolutions to common situations Creating assets to help customers proactively Developing fixes and doing technical discovery on future aspects of the product Building diagnostics tools and authoring knowledge base articles Assisting in project verification and validation activities, bringing in customer experiences Contributing to project reviews for highlighting customer needs and risks Responsibilities & Key Tasks Resolve advanced technical problems brought to us by customers, Application Engineers, Sales personnel, and Engineering. Identify and qualify product failures and assist Engineering in understanding and resolving them. Case tracking with entries in our CRM system. Tight collaboration with the R&D (Architects, Developers and Testers) to provide field issues feedback and reproduce them on controlled site. Help others build product or solutions demo setups Research and documentation of technical problems and solutions. Design, plan, research, evaluate and test complex systems used to monitor and/or control electrical equipment and building management systems. Remote connection to customer installations for troubleshooting and healthy system checks. Prioritize critical site escalations, especially for Global Strategic Accounts and Strategic Partners. Deliver comprehensive best practices Be a change-agent, influencing and promoting a DevOps transformation Mentor development teams in various states of the DevOps journey Support in the evaluate and selection of new software development tools Guide teams to develop and deliver automation pipelines and train resources in use and management Manage tools licenses and access rights to the lab and test infrastructure. Facilitate training and workshops Other duties as assigned. Essential Engineering degree in electrical, building automation or computer science, or equivalent Demonstrated passion and ability to troubleshoot, leveraging skills and techniques to break down complex architectural problems Experience system troubleshooting, diagnosis and problem solving for: Software, hardware, networking, and databases Electrical systems knowledge. Building automation and control. HVAC Experience with windows operating systems and associated network experience Able to articulate and advocate for real customer scenarios to project teams Strong background in IT and communication networks (IP) Building management communication protocols: BACnet, LON, etc… People-person and team player, enjoying the cross-functional interaction required for this position Experience with DevOps infrastructure management and monitoring Knowledge of DevOps Platform tooling (Jenkins, Azure, Chef, Puppet, and Docker) Why us? Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive. €25.7bn global revenue 137 000+ employees in 100+ countries 45% of revenue from IoT 5% of revenue devoted for R&D You must submit an online application to be considered for any position with us. This position will be posted until filled It is the policy of Schneider Electric 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. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.