Solution Support Engineer
Location
Secunderabad | India
Job description
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 Solution Support Engineer - Hyderabad, India
About The Role When you join AVEVA's Customer Success, Technical Support team, you are joining a global team of engineers and computer scientists. We work on more than 75 leading industrial automation and engineering products. Our focus, passion, and collaboration help us to deliver innovative, high-quality, and secure industrial software that delights our customers.
At AVEVA, we're all about limitless possibilities. Are you
We are looking for a Senior Solution Support Engineer, with competency in the fields of MES Solutions and Product Technical Support. This position encompasses the support of solutions integrated using the AVEVA technology stack. You will be responsible for resolving complex issues related to solution and product configurations. In addition to possessing a high level of technical proficiency in the technologies cited below, you will interact directly with customers in a professional manner, and will also have the chance to expand your knowledge as the role progresses through working with other experienced Solution Support Engineers and Lead team members.
In this role you will - Work proactively with customers and other stakeholders to resolve solution integration and product issues;
- Document activities and findings in a case tracking tool;
- Technical troubleshooting, analysis, and diagnosis of solution and product issues;
- Technical troubleshooting, analysis, and diagnosis of custom application issues;
- Technical troubleshooting, analysis, and diagnosis of custom integration issues;
- Ensure case updates and resolution timeframes are in line with service-level agreement;
- Delivery of solution/product issue work-arounds or fixes;
- Replication of customer issues;
- Working with Developers in the Solution Delivery team or Product Development team to resolve customer issues that require that level of escalation, such as defects, investigations, enhancments, and general Change Requests;
- Development of technical documentations
- On occasion the position will require travel for training, delivery of onsite services, or to present at customer events
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.
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