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# Software & Connectivity Support Engineer

- **Company:** Eaton Industrial Corporation
- **Location:** Waltham, MA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Computer Networks, Linux, Software Engineering, Software Project Management, Virtualization Technology, Information Technology, Vmware
- **Published:** September 3, 2026
- **Apply:** https://www.themuse.com/jobs/eaton/senior-software-connectivity-support-engineer-german-speaker-09ce99

## About the Role

* Degree in Engineering or Computer Science (Software/Telecommunications fields would be a plus)
 * Minimum 3 years of experience in Software Technical Support/ Engineering/Virtualization

Skills:

 * Advanced understanding of electrical products and applications
 * Advanced Network knowledge and communication protocoles
 * Analytical mindset, communication skills, problem-solving
 * VMware, Linux, and virtualization experience preferred

## Description

The primary function of this role is to provide advanced technical support and troubleshooting assistance to end-users customers and internal partners, acting as a primary point of contact on several channels: telephone, e-mail, web ticket, etc. for devices in EATON Electrical division. The role would be responsible for interfacing with end customers, wholesalers, distributors, panel builders, designers, logistics, quality department, product management, r&d, manufacturing and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales functions. The Senior Software & Connectivity Support Engineer will act as a first point of escalation for advanced troubleshooting on software cases and is able to provide training on products and processes to team members, end-users, customers, colleagues from the same or different department., Act as a technical specialist for resolving non standard customer requests related to Software & Connectivity via phone/email/webchat etc.

 - Provide assistance to software issues which involve L3 and above technical support engineers, R&D and Product Managers.
 - Manage administratively the software licenses for the supported regions and help partners/Customer to deploy and use the license.
 - Manage incoming requests related to the Remote Monitoring Software project.
 - Schedule remote customer meetings to help solve complex software related issues
 - Use Eaton's case management tool according to the work instructions
 - Learn about Eaton's newest software solution to support our partners on high technical level
 - Proactively act as expert team member for customers and partners to carry out and identify solutions to standard and non-standard task/queries.
 - Contribute to knowledge sharing sessions and CI initiatives within and outside of team to adapt best practices.
 - Contribute to secure customer satisfaction, reduce customer effort and achieve cycle time/cost improvements through team-based problem solving.


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