At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This Position reports to:

R&D Department/Local Unit Lead

 

What we believe in

ABB's Process Automation business area enables customers to operate some of the world's largest and most complex industrial infrastructures, helping them outrun – leaner and cleaner.

We offer a broad range of automation, electrification, and digital solutions for process, hybrid, and maritime industries, including industry-specific integrated control and software, as well as measurement, analytics, and lifecycle services that enable customers to improve productivity, reliability, and sustainability.

Your role and responsibilities

In this role, you will join ABB's Industrial Automation Digital organization as a ServiceDesk Engineer (L3/L4 Support) supporting mission-critical industrial automation solutions for the Oil & Gas domain.

You will act as a technical expert responsible for diagnosing and resolving complex customer issues related to Distributed Control Systems (DCS), PLCs, industrial software, and system integrations. Working closely with global R&D, product engineering, and customer support teams, you will drive root cause analysis, product improvements, and ensure high customer satisfaction through timely issue resolution.

The work model for the role is: Hybrid

You will be mainly accountable for:

• Provide expert-level L3/L4 technical support for complex customer issues involving industrial automation platforms, DCS/PLC systems, and software applications.

• Perform detailed troubleshooting using logs, diagnostics, system analysis, and replication environments to identify root causes and deliver sustainable solutions.

• Collaborate closely with global R&D, product engineering, architecture, and quality teams to reproduce issues, validate fixes, and support product releases.

• Lead root cause analysis (RCA), drive corrective and preventive actions (CAPA), and contribute to continuous product quality improvements.

• Communicate technical findings clearly to customers, providing timely updates, workarounds, resolution plans, and managing technical escalations professionally.

• Develop and maintain knowledge articles, troubleshooting guides, technical documentation, and standard operating procedures to improve organizational knowledge.

• Mentor L1/L2 support engineers by sharing troubleshooting techniques, product knowledge, and best practices.

• Ensure accurate case documentation, engineering discipline, and compliance with ABB quality, security, and customer data handling standards.

• Contribute field feedback and customer insights to product development teams for continuous enhancement of ABB automation solutions.

Qualifications for the role

• Bachelor's degree in Electrical, Electronics, Instrumentation, Control, Automation, Computer Science, or a related engineering discipline.

• 5–10 years of experience in Industrial Automation, Technical Support, Product Support, Service Engineering, or Commissioning.

• Strong hands-on experience with Distributed Control Systems (DCS), PLC systems, industrial control strategies, alarms, interlocks, sequencing, and process automation.

• Proven expertise in troubleshooting complex software, hardware, configuration, and integration-related issues.

• Experience in customer-facing technical support, incident management, escalation handling, and root cause analysis.

• Good understanding of Oil & Gas automation processes and industrial control environments.

• Strong analytical and problem-solving skills with the ability to diagnose multi-layered technical issues.

• Experience collaborating with global cross-functional teams including R&D, Product Engineering, QA, and Customer Support.

• Excellent written and verbal communication skills with a customer-first mindset.

• Knowledge of ABB System 800xA will be a significant advantage.

• Familiarity with technical documentation, knowledge management, and engineering best practices is preferred.

More about us

ABB is a global technology leader in electrification and automation, enabling a more sustainable and resource-efficient future. By connecting engineering expertise with software and digital technologies, ABB helps industries outperform while becoming leaner, cleaner, and more productive.

The Process Automation business area automates, electrifies, and digitalizes some of the world's most complex industrial operations across industries including Oil & Gas, Chemicals, Energy, Mining, Metals, Water, Marine, Pulp & Paper, and more. Through advanced automation, digital solutions, and lifecycle services, ABB enables customers to improve operational excellence, reliability, safety, and sustainability.

Join ABB and be part of a global team that's shaping the future of industrial automation.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences.

Ready to make an impact? Apply today or visit www.abb.com to learn more about the impact of our solutions across the globe.

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