Senior Engineer Customer Experience

Role Overview Landis+Gyr is a globally recognized leader in integrated energy management solutions, helping utilities and consumers reduce energy consumption through smart grid technology and intelligent sensor systems. The Senior Engineer in Customer Experience is a technically advanced role that provides dedicated on-site and remote support for AMI systems deployed at large utility customers. You will act as a trusted technical partner, driving issue resolution and coordinating across internal engineering, infrastructure, and product teams to deliver premium support outcomes. Key Responsibilities - Handle database queries and detailed technical investigations to support case management and resolution tracking - Perform hands-on device management including network configuration, firmware updates, software deployments, and lab testing support - Provide proactive and reactive designated technical support to premium-tier customers and project teams - Manage support cases end-to-end ensuring issues are recorded, tracked, resolved, and followed up in a timely manner - Conduct fault isolation and root cause analysis for complex technical issues affecting AMI infrastructure - Participate in weekly customer calls and prepare technical presentation materials for stakeholder reviews - Create and maintain Standard Operating Procedures for technical system elements to ensure repeatability - Direct and execute system and network upgrades including new software and firmware releases - Provide functional enhancement recommendations into the New Product Introduction process based on customer feedback - Serve as the customer advocate by facilitating escalation of issues through appropriate internal teams - Publish Technical Support Bulletins and maintain a structured knowledge base for internal use - Mentor junior Premium Service Engineers through training sessions and one-on-one knowledge sharing - Work in a 24x7 rotational shift support model and travel to customer sites as required Required Qualifications - Bachelor's degree in Engineering, Computer Information Systems, or a related field - Minimum 3 years of experience in technical support within the utility industry or a closely related domain - Hands-on experience with Windows desktop and server platforms, Unix, Microsoft Office, PostgreSQL, Oracle, networking, and scripting - Minimum 3 years of working knowledge of Landis+Gyr AMI products such as Command Center, MDMS, or Integration platforms - Strong analytical skills with the ability to perform methodical root cause analysis - Excellent communication, documentation, and customer service capabilities - Self-motivated and capable of working independently or within cross-functional teams under stressful conditions - Preferred: MSc or MCA with advanced Landis+Gyr AMI product knowledge and SQL Server expertise Why Join Us At Landis+Gyr you will be part of a purpose-driven global organization that is actively shaping a cleaner and smarter energy future, with a commitment to carbon neutrality by 2030. We offer a collaborative and inclusive work culture, structured development programs, and the opportunity to make a meaningful impact on energy management at a global scale.

- Minimum 3 years of experience in technical support in the utility or related industry - Hands-on experience with Windows and Unix server platforms - Proficiency in PostgreSQL and Oracle database management and queries - Knowledge of networking concepts and scripting - Working knowledge of Landis+Gyr AMI products including Command Center or MDMS - Strong analytical and root cause analysis skills - Excellent verbal and written communication skills - Ability to work in a 24x7 rotational shift environment - Willingness to travel to customer sites - Bachelor's degree in Engineering, Computer Science, or related field

- Competitive salary with region-specific benefits - Comprehensive mentorship and professional development programs - Global work culture focused on innovation and collaboration - Opportunity to contribute to a carbon-neutral energy future - Continuous learning and career growth opportunities