Technical Support Principal Engineer

Description

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

Responsibilities

• The Tech Support Engineer 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.
• Will have the opportunity to 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.
• After gaining proficiency in designated products, may participate in an on-call rotation for urgent after-hours/weekend remote support (with additional compensation where applicable).

Requirements

• Degree in Computer Science, Computer Engineering, Electrical/Electronic Engineering.
• 8+ years of experience in similar roles.
• 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 Python 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).
• A PLUS:
• Experience 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 (WW MES)
• AVEVA Worktasks / Skelta / Model Driven MES
• 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

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.

Locations: Lake Forest, San Leandro, Calgary.

HYBRID

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 Engineer will engage with Systems Integrators and Distributors as well as AVEVA R&D and AVEVA Product Managers.