Technical Support Engineer

Description

AVEVA is creating software trusted by over 90% of leading industrial companies.

If you are looking to elevate your career at the intersection of industry, technology, and client-facing excellence, the Technical Support Engineer II role at AVEVA offers a compelling opportunity to make a meaningful impact.

As a member of the Technical Support Team, our mission is to serve our customers with best-in-class quality and speed to achieve their business outcomes while developing internal talent for the future of AVEVA. In this role, you will leverage your experience to drive resolution of complex technical challenges for our broad customer base—including Fortune 100 companies—while mentoring peers and contributing to continuous improvement of our support operations.

As a Technical Support Engineer, you will:

Complete a structured onboarding and product ramp-up program to build deep familiarity with our software portfolio, customer environments, and company culture through classroom training, customer interactions, facility visits, and hands-on experience.

Own and drive resolution of complex technical issues for customers remotely (phone, email, web) and on-site as needed, serving as a trusted technical advisor for their environments.

Mentor and develop junior team members through knowledge sharing, case collaboration, and serving as an internal instructor or job trainer.

Teach customers how to maximize the value of our software as an instructor for public training classes.

Analyze customer support data and trends, communicating insights effectively to account teams and customers to drive proactive solutions.

Join customer meetings alongside other functions (Sales, Product, Services) to provide technical advice, guidance, and escalation leadership.

Collaborate cross-functionally with Product, R&D, and Services teams to deliver and continuously improve the customer experience.

Take ownership of projects or processes within the support organization, identifying and implementing improvements that enhance team performance and customer outcomes.

Continuously deepen your technical expertise across the AVEVA software portfolio and related industry technologies.

Requirements

• Proven ability to apply software troubleshooting theories, principles, and methodologies to complex issues and develop innovative solutions.
• Experience owning entire projects or processes, including driving improvements to systems, tools, or workflows that positively affect team performance.
• Strong analytical skills with the ability to interpret support data and communicate findings to technical and non-technical audiences.
• Demonstrated track record of customer-facing excellence, with a service mindset and genuine desire to help people succeed.
• Enthusiasm for technical problem-solving with attention to detail and the ability to navigate ambiguity.
• Excellent written and verbal communication skills.
• Self-motivated and able to work independently while contributing to a collaborative team environment.
• Bachelor's Degree or higher in Engineering, Math, Computer Science, Natural Sciences, or a related field.
• 1-3 years of experience in a technical support, customer-facing technical, or related role.
• Experience with industrial software, SCADA, data historians, or operational technology (OT) environments.
• Familiarity with SQL, scripting languages, or developer technologies (APIs, web services).
• Additional language skills, specifically Spanish, Portuguese, or French.
• Experience mentoring or training others in a technical environment.
• USA Benefits include:
• Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K.
• It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.
• Find out more: aveva.com/en/about/careers/benefits/
• Hybrid working
• We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process.
• Hiring process
• Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.
• Find out more: aveva.com/en/about/careers/hiring-process
• About AVEVA
• AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. 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 are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/
• Find out more: aveva.com/en/about/careers/

Conditions

$56,600.00 - $115,000.00

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.