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Customer Support Engineer L1 (Energy & Utilities]

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896. 
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.



For our Customer Support L1 team based in multiple locations in Poland and the Czech Republic, we are looking for a highly motivated Customer/Technical Support Engineer L1, to fulfil our local customer service agreements. This function pertains to local Poland sales organisation to support L1 incidents raised by a wide range of utility customers utilising L+G's software, hardware, systems, applications and communication tools enabling to 'manage energy better'.
As a Support Engineer for system software (head-end systems for advanced metering solutions), you provide in-depth support for technical issues which are appropriate fo Service Desk L1 resolution and Technical Sales support (60/40).  You will act as an interface between customer service teams, sales engineers and our internal experts from R&D, Project & Product Management, and provide support to customers and sales engineers on the best use of our products. As part of the duties you will also provide on-site project deployment.
In this key role, you will:

  • Be responsible for providing high quality Level 1 customer service for Landis + Gyr customers in cooperation with relevant internal stakeholders (L2, L3 Research & Development team)
  • Resolve known and unknown problems with the best ability, case escalation to more senior members of the team, or L2, as appropriate
  • Provide information regarding customer incident for R&D (L3) to be able to initiate problem management
  • Focus on root-cause analysis to resolve a problem
  • Use remote access systems for investigation and troubleshooting on customer consent
  • Provide work-around, technical notes and Knowledge Articles
  • Provide additional information and sample devices for L2/L3 by request
  • Escalate problems to L2 while remaining responsible for the resolution of the Call
  • Follow the generic best practices and regulation (like GDPR)
  • Represent Company in a positive, professional manner when working with both external and internal customers
  • Perform other services related tasks as assigned
  • Provide 24/7 On demand (Stand-by) service
  • Become a project deployment team member (on demand)
  • Take part in installation and system set-up processes
  • Implement reports, interfaces, solutions provided by L2/L3
  • Support Sales in technical offer preparation with best practise system project deployment

Is this you?
Do you hold technical degree/education, e.g. Technician, BSc or equivalent?
Do you bring experience in HW or SW Engineering or in the area of Technical Customer Support?
Are you passionate about sustainability and eagerness to contribute to our mission to help the world manage energy better?
Are you able to determine the source of a problem and find an effective solution, mainly remotely?
Are you hands-on and customer-focused?
Are you a confident communicator in both Polish and English
Have you participated in a service implementation / IT product deployment or any customer project?
Preferred location: Warsaw, Poland
Alternative locations: Katowice, Poznań


Meet us/About us

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.


Job Title:  Customer Support Engineer L1 (Energy & Utilities]

Requisition ID:  17784

Warsaw, PL

Workplace Type:  Hybrid
Career Level:  Entry Level
Date Posted:  May 24, 2023

Apply now »