Tech Support Principal Engineer

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.

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About the Role

The overall job of a technical support engineer is to ensure that on a day-to-day basis, AVEVA Software Premium and Elite customers are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters.

This position will troubleshoot problems with software applications and recommend corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.

Key Relationships

The primary customers are those large Premium and Elite subscribers which use former Wonderware brand. In addition, the Technical Support Senior Engineer will engage with Systems Integrators and Distributors as well as AVEVA R&D and AVEVA Product Managers.

Responsibilities

• The successful candidate is responsible for covering a phone queue during the normal business hours, 8:00 AM - 5:00 PM Pacific Time.

• Reproducing customer issues along with documentation of issues and resolutions in CRM systems.

• Opportunity participate in the annual events, such as AVEVA World, including technical presentations, product demo and event run/setup/teardown.

• Serve as a technical lead to less-experienced Technical Support staff.

• Knowledge transfer activities such as writing tech notes, knowledge objects and articles in addition to delivering web meeting sessions, and similar.

• Position requires a small amount of international and domestic travel.

Skills & Qualifications

• Degree in a technical field such as Computer Science, Computer Engineering, Electrical/Electronic Engineering.

• Excellent written and oral English communication skills are necessary to interact with English speaking customers on a regular basis.

• Knowledge and experience on Microsoft Windows Operating Systems.

• Knowledge and experience with software development tools such as Visual Studio and object oriented programming languages such as C++ or C#.

• Knowledge and experience on Microsoft SQL Server database.

• Demonstrable knowledge of industrial automation hardware and/or software like PLCs, Human Machine Interface (HMI), industrial protocols like OPC DA, OPC UA, MQTT, others.

• Knowledge and experience on Manufacturing Execution Systems (MES).

Preferred Qualifications

Experience with implementing or supporting any of the following former Wonderware brand products:

• AVEVA InTouch HMI

• AVEVA InTouch OMI

• AVEVA System Platform (Application Server)

• AVEVA Historian

• AVEVA OI Servers / DA Servers / Communications Drivers

• AVEVA Batch Management (InBatch)

• AVEVA Manufacturing Execution System (MES)

• AVEVA Worktasks / Skelta / Model Driven MES

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
 
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.