• Provide advanced technical support to customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging systems. • Respond to escalations where firstline product support has been unable to isolate or resolve issues in malfunctioning equipment or software. • Identify, document, and report design, reliability, maintenance issues, and product anomalies to Development and Software Engineering teams. • Participate in customer training activities, including installation, startup, and commissioning support. • Provide technical support to Distributors, OEMs, and end users where VFD and motion control systems are highly technical in nature. • Report to the Low Voltage Drives and Motion Remote Support Supervisor and will be fully remote, working anywhere in the United States. • Resolve customer issues through phone and web-based interactions, including email, chat, and web portals. • Be an escalation point when firstline product support is unable to isolate or correct issues in malfunctioning equipment, products, or software. • Represent Remote Support Services (RSS) during commercial sensitive Issue to Resolution (I2R) cases and quality related product concerns. • Collaborate and engage appropriate teams to guide high profile technical issues to resolution. • Contribute in our KCS methodology, genrating technical notes and other knowledge assets, including solutions, workarounds, how-to guides, and training videos, to improve customer satisfaction and self-service adoption. • Participate in on-the-job training activities and other field related opportunities to increase knowledge of new products, technologies, and offerings. • Proactive leadership engagement with team members i.e., knowledge sharing, mentorship, training. • Support customer installation, startup, and commissioning activities. • Ensure accurate documentation of customer issues, troubleshooting steps, and resolutions.