Technical Support Engineer

The primary function of the Technical Support Engineer is to provide pre-sale and post-sale technical support for Digital Products and Wiring Devices. The position includes assisting customers with product selection, troubleshooting, and application assistance., * Provide technical assistance for Eaton’s digital products

• Develop, modify and troubleshoot digital products.
• Support configuration requests, GUI navigation, password issues, alarm management, and basic functionality of products.
• Understand and identify issues associated with software and products to find the right support resources internally and externally to Eaton.
• Manage daily phone, chat, and email activity.
• Effectively communicate product value proposition and product line strategies.
• Make recommendations for product enhancements.
• Participate in the development and maintenance of product support resources.
• Participate on teams to enhance team performance and drive process improvement., * Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

• Associate’s degree or higher from an accredited institution

• Minimum of 1 year of customer service experience

• Minimum of 1 year of residential wiring and electricity experience, * Bachelor’s degree in Electrical Engineering from an accredited institution

• 2 years’ experience in technical support, software, or IT, * Ability to clearly document key learnings into Knowledgebase articles and references for internal and external consumption
• Skills pertaining to hardware troubleshooting i.e. basic understanding of electricity and residential wiring

• Troubleshooting skills for web browsers and mobile apps o Know how to use development tools to determine server issues or client issues

• Communication skills
• Self-management skills
• Customer service skills
• Able to work well with people across multiple functions
• Organized, detail oriented and ability to manage multiple priorities
• Exceptional listening skills and self-motivation are essential
• Strong analytical and problem-solving skills
• Ability to make timely decisions when several alternatives are available

Arden, NC 28704, Remote $69,000 - $101,000 a year, The expected annual salary range for this role is $69000 - $101000 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.