Senior Technical Support Engineer

ABB Inc., based in Richmond, VA, offers a hybrid work model and is seeking a Senior Technical Support Engineer to provide expert technical assistance, manage critical escalations, and contribute to ongoing product improvements.

Responsibilities

• Deliver technical support for customer escalations via ticketing system, phone, or email; participate in the 24/7 diagnostic center rotation and work with field engineers and local support teams to drive issue resolution.
• Classify technical issues and analyze them through direct customer communication and remote access to assets across a broad range of services and products certified for this role.
• Maintain detailed technical documentation and case management in ABB systems (SFDC).
• Identify ways to improve processes and propose solutions, driving action plans within the assigned area of responsibility.
• Collaborate with Quality and R&D to address product issues and support continuous product improvement.

Requirements

• Bachelor's degree in Electrical Engineering, Power Systems, or related technical discipline
• 5+ years of experience in commissioning and after-sales technical support
• Strong ability to write clear, concise technical documents, reports, and field support procedures
• Ability to travel up to 20% domestically or internationally

Technologies

• SFDC

Benefits

• Health, Life & Disability: Medical plan options (Copay Plan PPO or High-Deductible Health Plan with an HSA), two dental plans (Core and Core Plus), vision coverage; company-paid life insurance at 2x base pay; company-paid AD&D at 1x base pay; voluntary life and AD&D 100% employee paid up to maximums; Short-Term Disability up to 26 weeks (company paid); Long-Term Disability at 60% of pay with buy-up to 66 2/3%; supplemental benefits (Accident, Hospital Indemnity, Critical Illness, Pet Insurance) 100% employee paid; Parental Leave up to 6 weeks; Employee Assistance Program; Health Advocate resources for mental/behavioral health, health navigation and virtual health, and infertility/adoption; employee discount program.
• Retirement: 401(k) Savings Plan with Company Contributions and Employee Stock Acquisition Plan (ESAP).
• Time Off: 11 paid holidays; vacation based on years of service for hourly and non-exempt positions; salaried exempt positions receive vacation under a permissive time away policy.
• Employee discount program