Technical Support Engineer/L4

Position Overview

We are seeking a highly skilled and experienced Technical Support Engineer (Level 4) to join our dynamic team. This role is pivotal in ensuring the seamless operation, maintenance, and troubleshooting of our advanced Distributed Control Systems (DCS) and substation automation solutions. The successful candidate will play a critical role in post-sales technical support, system commissioning, and customer satisfaction by resolving complex technical issues, providing expert guidance, and driving continuous improvement in our service delivery processes.

Key Responsibilities

The Technical Support Engineer (L4) will be responsible for a wide range of technical and operational tasks, including:

• System Project Delivery & Snag Clearance: Conduct thorough technical clearance of snag lists upon System Project delivery to clients, ensuring all issues are resolved until project closure. Classify snag list items into categories such as missing hardware, configuration issues, tickets, and bugs to streamline resolution processes.
• Hardware & Configuration Management: Collaborate with Project Managers to address missing hardware requirements. Perform minor configuration corrections on-site and escalate major issues to the Engineering team for resolution. Ensure all DCS-related configurations, database creations, testing, and commissioning are executed with precision.
• Troubleshooting & Technical Support: Provide expert-level support for all DCS-related issues, both internally and externally, to ensure minimal downtime and maximum system reliability. Troubleshoot DCS systems, collect critical diagnostic data (logs, traces), and implement recommended solutions on-site. Engage site services for system reinstallations when necessary and escalate new bug detections to the appropriate teams.
• IEC61850 Communication Support: Deliver full IEC61850 communication support for GE Intelligent Electronic Devices (IEDs) configuration, ensuring seamless integration with both GE and non-GE DCS systems.
• Customer Engagement & Business Development: Identify and capitalize on business opportunities within the installed base by providing proactive technical support and fostering strong customer relationships. Act as a trusted advisor to clients, ensuring their technical needs are met and expectations are exceeded.
• Technical Leadership & Mentorship: Serve as a technical resource for junior team members, providing guidance, training, and mentorship to enhance their skills and knowledge. Lead small projects with low risk and resource requirements, ensuring alignment with organizational goals and standards.
• Process Improvement & Best Practices: Utilize in-depth technical knowledge and analytical thinking to propose and implement process improvements. Stay abreast of industry best practices, emerging technologies, and competitive differentiators to enhance service delivery and maintain a competitive edge.
• Stakeholder Communication: Effectively communicate with all stakeholders, including internal teams, external customers, and senior management, to ensure transparency, alignment, and timely resolution of technical issues. Develop skills to facilitate consensus-building and convey performance expectations clearly.

Required Qualifications

To excel in this role, candidates must meet the following qualifications:

• Educational Background: A Bachelor’s degree in Electrical Engineering, Electronics Engineering, or a related technical discipline.
• Professional Experience: Minimum of 5 years of relevant experience in Substation Automation, with a strong focus on IEC61850 Cyber Security and other standard protocols.
• Technical Proficiency: Hands-on experience with GE/ALSTOM DCS systems, including DS AGILE, GPG, G500/100, D2x, C264, and legacy systems. Practical knowledge of DCS system configurations, database creation, testing, and commissioning is essential.
• System Architecture & Networking: Functional knowledge and experience in system architecture, networking, and the configuration of network components such as switches, firewalls, and routers.
• Legal Work Authorization: The legal right to work in the Kingdom of Saudi Arabia without requiring company sponsorship or time restrictions.

Required Characteristics

Ideal candidates will possess the following personal and professional attributes:

• Communication Skills: Exceptional ability to discuss and communicate effectively with all stakeholders, both internal and external, ensuring clarity and alignment in all interactions.
• Analytical Thinking: Proven ability to define problems, collect relevant data, establish facts, and draw valid conclusions to drive informed decision-making.
• Autonomy & Initiative: Capable of performing system database configurations and DCS testing and commissioning independently, with minimal supervision. Ability to work autonomously while adhering to established policies and standards.
• Language Proficiency: Fluency in both English and Arabic, enabling effective communication with diverse stakeholders in the region.
• Problem-Solving: Strong troubleshooting skills with the ability to resolve complex technical issues efficiently and effectively.
• Leadership & Collaboration: Demonstrated ability to lead small teams, mentor junior staff, and collaborate across departments to achieve organizational objectives.