Customer Support Engineer

2 weeks ago

Sydney, New South Wales, Australia CareCone Group Full time $90,000 - $120,000 per year

Role: Customer Support Engineer ( SCADA Security)

Location: Sydney

Job Description:

Roles & Responsibilities

  • The Customer Support Engineer will be responsible for meeting business objectives by developing practical and
  • Innovative ways to identify and meet goals, coordinating with cross functional teams and driving closure on customer issues raised on GE e-terra products
  • Responsible for addressing customer issues and concerns with ADMS S3 (e-terra DMS) or AEMS Platform (e-terra EMS)
  • Generic Managerial Skills, If any
  • Ensure customers' success by fostering a balanced relationship that benefits both and the customer with the goal of producing the highest level of customer support and satisfaction.
  • Skills:
  • Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.
  • Engage with customers on day to day issues; organize customer calls to facilitate implementation of solutions while adhering to change control, compliance protocols. Ensure solution does solve the customer's issue.
  • Mentors staff in troubleshooting and analysis methods
  • Knowledge transfer – write user/technical documentation and case notes. Act as a technical resource for staff
  • Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater customer and support team
  • Analyze and troubleshoot issues involving all aspects of customer solutions, including but not limited to user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems and interfaces to enterprise systems.
  • Own and manage personal caseload and perform case follow-up.
  • Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate necessary information to correct issues.
  • Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls.
  • Ability to travel to customer sites.

Key Words to search in Resume

SCADA/EMS/ADMS/OMS, ADMS S3, e-terra DMS, e-terra EMS, e-terra Habitat, OMS, Switch Order, FLISR, VVO, DNAF, Contingency Analysis

Interested people can share their resume at or can reach me on

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