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Advanced Technical Support Engineer (Medium-Voltage and Digital Power)

Hatch

Hatch

IT, Customer Service
Sydney, NSW, Australia
Posted on Jul 2, 2025
Apply now
This is a Advanced Technical Support Engineer (Medium-Voltage and Digital Power) role with Schneider Electric based in Sydney, NSW, AU

  • Schneider Electric --

Role Seniority - mid level

More about the Advanced Technical Support Engineer (Medium-Voltage and Digital Power) role at Schneider Electric

Join our Technical Support team as an Advanced Technical Support Engineer

Previous experience in Medium Voltage products and applications is essential

Location in Sydney, Brisbane, Adelaide (AUS) or Auckland (NZ) plus benefits

About Us

Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency.

About The Opportunity

The Technical Support team is seeking an Advanced Technical Support Engineer (Medium-Voltage and Digital Power product range) to play a pivotal role in guiding customers and SE businesses in their post-sales journey.

The position duties will include phone-based installation and set-up support, maintenance support, and remote troubleshooting assistance to improve customer satisfaction.

The Advanced Technical Support Engineer is also the incident and escalation point of contact for managing the resolution of customers' critical issues. This includes liaising with multiple stakeholders (Technical leadership team, Service technicians, Product marketing, Level-3 support, Quality, R&D teams) to help expedite resolutions and implement continuous improvement.

Reporting to the Advanced Technical Support Manager, this permanent position can be based in Sydney, Brisbane, Adelaide (AUS), or Auckland (NZ) .

Key Operational Responsibilities

Understand customer issues and expectations, including assessment of additional relevant information that may be needed to perform a comprehensive remote troubleshooting

Contribute and aim towards a reduced End-to-End resolution time for customer issues

Take ownership of technical skills enhancement, including practical hands-on expertise

Develop personal technical expertise on SE’s product range and contribute towards company knowledge resources (FAQ’s / Technical Articles / Troubleshooting videos)

Showcase customer success stories highlighting the value-added service technical support provides (internally and externally)

Contribute to lead / new opportunities identification during engagement (discussions) with the customer

Bolster the company's reputation by providing excellent technical service to our customers

About You

Our ideal candidate will exhibit an innovative and strategic approach, focused on defining and supporting new models of technical support to produce a premium service offering to our customers.

They will be customer-obsessed, going above and beyond to deliver extraordinary results and experiences for customers.

Required Skills

Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relevant experience.

Fundamental understanding and exposure to Medium-voltage range of products (VCB, Transformers, RMU), MV-protection, and application types

Understanding of Electrical schematics, SLD

Understanding of Arc fault protection concepts and Protection Relays

Awareness and knowledge of relevant AS and IEC standards (For example: AS3000, AS62271, AS2067, AS2374, AS2375)

Preferred Skills

On-site (hands-on) or field experience on Medium-voltage products

Experience in electrical engineering and installations, technical fault finding, and troubleshooting

Knowledge of commonly used communication protocols (Example: TCP/IP, Modbus Ethernet, RS485), IEC 61850

Advanced computer skills and data analysis, including know-how of commonly used workplace tools (for example: AutoCAD, Microsoft Teams, SharePoint / OneDrive, Microsoft office)

Excellent problem-solving abilities, aptitude to understand and explain technical information, interpersonal, communication and time management

Complimentary (Ancillary) Skills

Hands-on experience on using Protection relay software (Schneider Electric or any other make)

Awareness and understanding of the internal components that make up a MV switchgear

Experience with any customer-support management tools (for example: Salesforce bFO)

Proven ability to collaborate with multiple stakeholder groups and strong commercial acumen

A growth mindset through well-developed digital skills and a technical aptitude

Well-developed interpersonal skills coupled with the ability to a customer-centric approach

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Schneider Electric team will be there to support your growth.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

  • 🕵️‍♂️ Understanding customer issues and expectations
  • ⏱️ Contributing to reduced End-to-End resolution time for customer issues
  • 📈 Taking ownership of technical skills enhancement

Key Strengths

  • 🎓 Diploma/Degree in Electrical / Electronics / Power / Process Automation / Mechatronic Engineering, or Trade Qualification with relevant experience.
  • ⚡ Fundamental understanding and exposure to Medium-voltage range of products (VCB, Transformers, RMU), MV-protection, and application types
  • 📊 Understanding of Electrical schematics, SLD
  • 🔧 On-site (hands-on) or field experience on Medium-voltage products
  • 🛠️ Experience in electrical engineering and installations, technical fault finding, and troubleshooting
  • 💻 Advanced computer skills and data analysis, including know-how of commonly used workplace tools (for example: AutoCAD, Microsoft Teams, SharePoint / OneDrive, Microsoft office)

Why Schneider Electric is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Schneider Electric not with Hatch.
Apply now
See more open positions at Hatch
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