Managed Services Engineer, Level 2- EV Charging

Siemens • Atlanta, GA

7d • Onsite

About The Position

Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That's why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you? Transform the everyday with us! We are looking for Managed Services Engineer, Level 2. This position will be based in Atlanta. The Managed Services L2 Engineer is responsible for the technical analysis, problem solving, and resolution of customer issues within the Siemens eMobility product portfolio. This role serves as the primary technical escalation point from Level 1 support and is accountable for case ownership through resolution within defined scope. The L2 Engineer applies technical knowledge, documented procedures, and hands-on experience to diagnose hardware, software, and system-level issues. The role includes direct customer interaction, structured troubleshooting, and disciplined case management within SieOps (Salesforce). Issues requiring advanced engineering expertise or product design intervention are escalated to Tier 3 with complete technical documentation and analysis. This position supports the Managed Services organization within Siemens eMobility and plays a key role in maintaining high customer satisfaction, SLA compliance, and operational excellence.

Requirements

• Bachelor's degree in Engineering, Power Electronics, Information Technology, or a related technical field, or equivalent combination of education and experience.
• Minimum of 1-2+ years of experience with the following:
• Technical support, field service, or managed services for industrial, energy, or power-related systems.
• Demonstrated experience solving complex systems involving both hardware and software components.
• Proficiency using case management and CRM platforms (Salesforce experience preferred).
• Strong ability to analyze technical data, logs, and system configurations.
• Effective verbal and written communication skills with both technical and non-technical collaborators.
• Ability to handle multiple concurrent cases while meeting service level agreements (SLAs).
• Legally authorized to work in the United States on a continual and permanent basis without company sponsorship

Nice To Haves

• Experience with electric vehicle charging infrastructure or eMobility solutions.
• Working knowledge of industrial communication protocols (e.g., OCPP, Modbus, TCP/IP).
• Experience supporting remote diagnostics using laptops, networking tools, and vendor-specific software platforms.
• Familiarity with NEC standards and basic electrical code requirements.
• Prior experience working in a tiered technical support or escalation-based service model.

Responsibilities

• Act as the primary technical escalation point for customer cases intensified from Tier 1 support.
• Assume end-to-end ownership of assigned cases, from technical evaluation through resolution or escalation.
• Review, validate, and update all case data in SieOps (Salesforce), ensuring accuracy, completeness, and compliance with Siemens processes.
• Perform structured technical problem-solving using Siemens knowledge articles, service documentation, system logs, and prior case history.
• Diagnose and resolve hardware, software, configuration, and operational issues within defined Tier 2 support scope.
• Conduct scheduled remote troubleshooting sessions and technical calls with customers to guide corrective actions.
• Provide clear, timely, and professional customer communication, including status updates and resolution plans.
• Identify cases that require escalation to Tier 3 engineering and provide comprehensive technical findings, troubleshooting steps performed, and supporting evidence.
• Collaborate with Tier 1, Tier 3, Field Service, and Project teams to ensure effective case handoffs and resolution alignment.
• Contribute to continuous improvement initiatives by identifying recurring issues, documentation gaps, and process improvement opportunities.
• Support knowledge management by creating and updating knowledge articles and support documentation.

Benefits

• Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees