Advanced Technical Support Engineer (Medium-Voltage and Digital Power)
Hatch
IT, Customer Service
Sydney, NSW, Australia
Posted on Jul 2, 2025
This is a Advanced Technical Support Engineer (Medium-Voltage and Digital Power) role with Schneider Electric based in Sydney, NSW, AU
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
A Final Note: This is a role with Schneider Electric not with Hatch.
- Schneider Electric --
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
- 🎓 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)
A Final Note: This is a role with Schneider Electric not with Hatch.