Senior Software & Connectivity Support Engineer (German Speaker)

About the role

Eaton is looking for a Senior Software & Connectivity Support Engineer who speaks German. The role provides advanced technical support and troubleshooting for devices in the EATON Electrical division, acting as a first point of escalation for software cases and a primary contact by phone, e-mail and web ticket. It also covers pre-sales and post-sales interfaces with customers, wholesalers, distributors, panel builders, designers, logistics, quality, product management, R&D, manufacturing and sales or service representatives.

Key responsibilities

• Resolve non-standard customer requests related to Software & Connectivity by phone, e-mail or web chat.
• Assist software issues involving L3 and above support engineers, R&D and Product Managers.
• Manage software licenses for the supported regions and help partners and customers deploy and use them.
• Handle requests related to the Remote Monitoring Software project and schedule remote customer meetings to solve complex issues.
• Use Eaton's case management tool according to work instructions and learn the newest software solution to support partners at a high technical level.
• Act proactively as an expert team member to identify solutions to standard and non-standard queries.
• Contribute to knowledge sharing sessions and CI initiatives, and lead sessions to share best practices.
• Help improve customer satisfaction, reduce customer effort and achieve cycle time and cost improvements through team-based problem solving.

Required profile

• Degree in Engineering or Computer Science (Software or Telecommunications fields are a plus).
• Minimum 3 years of experience in software technical support, engineering or virtualization.
• Advanced understanding of electrical products and applications.
• Analytical mindset, communication skills and problem-solving ability.

Required skills

• Advanced network knowledge and communication protocols.
• VMware, Linux and virtualization experience preferred.