Customer Support Solutions Lead Engineer

Job Description Summary

Join the Grid Automation Customer Support Center of Excellence (CoE) and play a key role in shaping the future of customer support and technical solutions across our global Grid Automation business.
As a Customer Support Solutions Lead Engineer, you will act as a global technical expert supporting regional teams in the design, promotion, delivery, and lifecycle management of advanced Grid Automation solutions across Transmission, Distribution, Generation, and Industry applications.
You will be at the intersection of technology, customers, engineering, product management, and operations, helping regional teams solve complex technical challenges while developing innovative and differentiated solutions that deliver measurable value to our customers.
The role combines hands-on technical expertise, solution architecture, customer engagement, technical leadership, and knowledge sharing. You will work closely with regional engineering teams, Global Supply Chain, Quality, Product Management, R&D, Sales, Tendering, and Operations to resolve critical customer issues and continuously improve our customer support offering.
This is an opportunity to become a global technical reference for Grid Automation solutions, influence engineering standards and best practices, and contribute to the development of the next generation of digital and automated power networks.

Job Description

Key Responsibilities

Lead Complex Grid Automation Solutions

Support GA regional teams in the development and execution of innovative and technically challenging customer projects.

• Design and review solutions for substation control, protection, monitoring, and automation.
• Assess customer requirements and determine the suitability of standard GA solutions, identifying where customization or specific development may be required.
• Develop innovative technical solutions that balance performance, flexibility, reliability, maintainability, cybersecurity, and total cost of ownership.
• Define system engineering strategies covering:
  • System and network architecture
  • Interfaces with primary equipment
  • IED and SCADA communications
  • Physical and logical communication networks
  • Network redundancy and system availability
  • Protection and control functions
  • Data modeling and engineering databases
  • Maintenance and lifecycle management

Qualifications & Experience

Essential

• Bachelor's degree or equivalent experience in Electrical Engineering, Power Systems, Automation, or a related field.
• Strong experience leading the technical execution of complex Grid Automation, Substation Automation, Protection & Control, or Power System projects.
• Solid knowledge of power system and substation control and protection applications across Transmission, Distribution, Generation, and/or Industry.
• Strong experience in:
  • Protection and control system design
  • System architecture
  • Engineering and validation
  • Commissioning and troubleshooting
  • Customer technical support
  • Communication networks and protocols
• Good knowledge of industrial and power-system communication technologies, including IEC 61850, IEC 60870-5-103, Modbus, DNP3, TCP/IP, and Ethernet.DS Agile digital control system
• Strong analytical and problem-solving skills, with the ability to identify, explain, and resolve complex technical issues.
• Customer-oriented mindset with excellent written, verbal, and interpersonal communication skills.
• Ability to manage multiple complex projects and priorities under demanding timelines.
• Ability to work independently, exercise sound technical judgment, and collaborate effectively with international stakeholders.
• Knowledge of cybersecurity, functional safety, FMEA/HAZOP, reliability, and quality metrics such as MTBF.
• Willingness to travel internationally, approximately 25% of the time.
• Fluent English, both written and spoken.

Nice to Have

• Experience in digital substations and IEC 61850 engineering.
• Experience with Grid Automation or substation automation platforms such as DS Agile and associated products.
• Demonstrated experience in technical mentoring, coaching, and knowledge transfer.
• Proven ability to influence and inspire technical teams without direct hierarchical responsibility.
• Strong combination of strategic thinking and hands-on technical execution.
• Experience with Lean / Six Sigma methodologies.
• Experience working in a global, multicultural engineering organization.

The Profile We Are Looking For

We are looking for a technically strong and customer-oriented engineering leader who enjoys solving complex problems, working across organizational boundaries, and sharing knowledge with others.

You are comfortable moving from high-level system architecture to detailed technical troubleshooting, from customer discussions to engineering design reviews, and from solving an individual project issue to turning the experience into a global best practice.

If you are passionate about Grid Automation, digital substations, power systems, and technical innovation, and want to have a global impact beyond individual projects, this role offers an opportunity to make a significant contribution to the future of our business and our customers.

Additional Information