3Phase Power L2 Technical Support Representative

Schneider Electric•Pleasanton, CA

About The Position

As part of Schneider Electric’s Secure Power North America Operations, the 3Phase Power L2 Technical Support Representative provides issue resolution and supports excellence and efficiency for installed products through calls, emails, and chats received by the customer care center. The role primarily supports Field Service Representatives (FSRs), while also coaching and mentoring Level 1 Technical Support Engineers (TSEs), identifying and qualifying product failures, and helping Level 3 teams understand and resolve issues through CRM case entry and tracking. The representative handles advanced technical escalations involving 3-phase UPS systems and components, including data collection, analysis, troubleshooting, solution implementation, and escalation to Level 3 when needed. The role supports internal and external customers, performs site visits with Field Service Representatives, supports strategic accounts, and participates in an after-hours on-call rotation. The stated shift is 11:30 a.m.–8:00 p.m. EST unless otherwise noted. The position is full-time and salary exempt. The expected U.S. pay range is USD 86,400–USD 129,600 per year, including base pay and short-term incentives. Schneider Electric describes benefits and support including medical, dental, vision, and basic life insurance; flexible work arrangements; paid family leaves; well-being programs; 12 holidays and 15 days of paid time off per year; company share ownership; a 401(k) with match; career-development resources; volunteer leave; and military leave benefits.

Requirements

Electrical engineering degree or equivalent.
Experience troubleshooting, diagnosing, and solving problems involving 3-phase power UPS systems, APC products, MGE products, and Schneider Electric products.
Ability to troubleshoot electronic, 3-phase, and single-phase equipment using schematic or block diagrams.
Thorough understanding of AC and DC power principles and various AC and DC supply circuit components.
Exceptional communication and report-writing skills.
Five to seven years of experience as an FSR, or 10 years of experience as an L1 with FSR training on the required products.
Strong technical skills with APC, MGE, and/or Schneider Electric UPSs.
Ability to handle multiple tasks simultaneously.
Customer-focused mindset.
On-site or remote advanced technical support experience.

Responsibilities

Respond to Field Service queue calls, emails, and chats received by the customer care center.
Support Field Service Representatives in analyzing site technical issues as part of the technical escalation process.
Lead resolution of critical or complex issues involving 3-phase UPS systems or components, including data collection, analysis, troubleshooting, solution implementation, and escalation to Level 3 when necessary.
Research, identify, develop, and recommend corrective measures for technical issues identified in the field or in-house.
Resolve advanced technical problems raised by external customers, sales personnel, and engineering.
Identify and qualify product failures and assist Level 3 in understanding and resolving them.
Track cases by entering and maintaining records in the CRM system.
Research and document technical problems and solutions.
Ensure correct application of Schneider Electric quality processes, including Issue to Prevention, TEX, and International Service Request.
Coach more junior Technical Support Engineers.
Perform site visits with Field Service Representatives.
Provide after-hours support for the Schneider Electric installed base through an on-call rotation.
Support strategic accounts.
Perform other duties as assigned by the Technical Support Manager.