Engineer Technical Support

Technical Support Engineer

The Technical Support Engineer is responsible for delivering pre‑sale and post‑sale technical support and executing model request services for Eaton's Brightlayer digital platforms and related solutions. This role supports global customers by translating customer requirements into accurate digital models, troubleshooting configuration and connectivity issues, and ensuring timely resolution of technical requests. The position works closely with customers, partners, and cross‑functional teams including product, engineering, drawing, and operations, while consistently meeting SLA, quality, and customer satisfaction objectives.

1. Execute model requests involving rack layouts, component identification, port mapping, communication protocols, and network configurations.

2. Validate, consolidate, and analyze customer inputs to create accurate and reliable digital models.

3. Interpret drawing requirements, dimensions, and 2D/3D design information to support model development.

4. Provide pre‑sale and post‑sale technical support for Brightlayer and related digital products.

5. Troubleshoot issues related to configuration, alarms, connectivity, networking, and application behavior.

6. Manage customer, partner, and internal requests through the Salesforce support portal or equivalent case management tools.

7. Prioritize and resolve tickets based on SLA metrics including first response, issue aging, and mean time to resolution.

8. Collaborate with drawing teams, product specialists, and engineering teams to resolve complex model and product issues.

9. Communicate clearly with customers and stakeholders on request status, technical findings, and resolution timelines.

10. Identify recurring issues, potential product gaps, and process improvement opportunities.

11. Document solutions, best practices, and learnings into internal knowledge bases and training materials.

12. Support continuous improvement initiatives through process refinements, automation ideas, and team collaboration.

13. Maintain professional engagement during escalations and ensure issues are driven to closure.

Qualifications:

Bachelor's degree in Electrical Engineering, ENTC or a related engineering discipline. 4–6 years of experience in technical support with ownership of complex customer issues, model execution, and SLA‑driven delivery.

Skills:

1. Understanding of networking fundamentals including ports, protocols, and connectivity concepts.

2. Experience working with ticketing or case management systems (Salesforce preferred).

3. Strong Microsoft Excel skills for data validation, consolidation, and structured analysis.

4. Basic knowledge of AutoCAD and interpretation of mechanical/electrical drawings.

5. Ability to troubleshoot software, configuration, and integration‑related issues.

6. Familiarity with digital platforms, software products, or infrastructure monitoring solutions preferred.

1. Strong written and verbal communication skills.

2. Customer‑focused mindset with high ownership and accountability.

3. Ability to manage multiple priorities in a fast‑paced environment.

4. Strong analytical and problem‑solving skills.

5. Self‑driven with a continuous learning attitude.

6. Ability to collaborate effectively across cross‑functional teams.

7. Detail‑oriented with a structured and disciplined approach to work.