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About the Role
The Technical Support Engineer II role at AVEVA offers a compelling opportunity to make a meaningful impact by serving 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, while mentoring peers and contributing to continuous improvement of our support operations.
Responsibilities
- Complete a structured onboarding and product ramp-up program to build deep familiarity with our software portfolio, customer environments, and company culture.
- Own and drive resolution of complex technical issues for customers remotely and on-site as needed, serving as a trusted technical advisor.
- 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 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.
- AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment.
Skills
- Industrial software
- SCADA
- Data historians
- Operational technology (OT) environments
- SQL
- Scripting languages
- Developer technologies (APIs, web services)
- Spanish
- Portuguese
- French
Location
- Remote
- On-site
Work Type
- Hybrid working
- Full-time
Experience Level
- 1-3 years of experience in a technical support, customer-facing technical, or related role.
- Experience mentoring or training others in a technical environment.
Education Level
- Bachelor's Degree or higher in Engineering, Math, Computer Science, Natural Sciences, or a related field.
Salary/Compensations
- $56,600.00 - $115,000.00
Benefits
- 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
- 401K
About the Company
- AVEVA is creating software trusted by over 90% of leading industrial companies.
- 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.
Equal Opportunity
- AVEVA is committed to recruiting and retaining people with disabilities.
- 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.
- AVEVA provides reasonable accommodation to applicants with disabilities where appropriate.
- If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter.
- Determinations on requests for reasonable accommodation will be made on a case-by-case basis.