Technical Support Senior 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 Senior Engineer (Structural Engineer)
Job Title:
Senior Engineer – Tech Support – Customer Success
Full time permanent
Work Location:
India, Hyderabad or Bangalore
Job Purpose: The job holder is accountable to provide technical application support capabilities for AVEVA E3D Design and related products, in a Subject Matter Expert role.
Key responsibilities include escalated support for technical incidents, handling advanced support requests from Customers and AVEVA regional/local support teams. Develop and maintain learning materials for the products/solutions handled, utilized in a variety of learning environments to ease customer adoption of products and ensure customer success.
Develop subject matter expert role to support the regional team upskilling on products and solutions development through knowledge transfer sessions.
Dimensions: The job holder will demonstrate strong practical knowledge of AVEVA E3D Design modules and applications, and the typical disciplines/industries they are deployed in.
For the currently vacant position we are looking for a Structural Engineer with good theoretical skills and industry experience, a person interested in exploring opportunities with the products and solutions, and with a flexible mind set working in a multinational team based in many time zones.
The role is primarily based in Hyderabad or Bangalore, but other locations may be optional. Occasional travel may be required.
Principal Accountabilities: Respond to support incidents in line with customer and internal SLA requirements.
- Have and develop technical skills within your primary domain and into other AVEVA product areas to assist in the growth of the Tech Support team.
- Deliver excellent, professional and knowledgeable services, both internally and to AVEVA's customers, and prospects if so required.
- Be able to work with members of Portfolio and Product Development to help ensure successful products and solutions to market.
Working Relationships :
- Provide support, guidance and technical knowledge to colleagues in the Global Customer Support organization, including Customer Success Managers and Technical Account Managers engaged with customer accounts.
- Develop good working relationship with R&D and Portfolio within relevant areas, provide support based on industry and real project experience, and gain early insight to development for planning and preparation of learning materials and knowledge transfer.
- On request be able to support sales in good working relationships with customers at all levels of seniority and always provides the highest level of customer service and professionalism.
Product Training: - Create high quality, specialist product training; including well documented workflows and videos.
- Deliver high quality, specialist product training remotely, in AVEVA training centers or at customer locations.
Knowledge, skills & experience requested: - Structural Engineer degree of Bachelor or higher
- 5-7 years of work experience with AVEVA E3D Design or similar technologies.
- Proven work knowledge of engineering, design, procurement or construction in a Design Office within a relevant industry (Oil & Gas, Marine & Offshore, Power, Chemicals, Mining & Minerals, Pulp & Paper).
- Experience of delivering software solutions in a services organization or within a global EPC support role would be an advantage.
- Documentation and technical author experience; process writing, workflow definitions. Able to demonstrate capable customer-facing documentation output.
- Good verbal and written communication skills in English. Demonstrates sound presentation skills, creates concise and clear documentation.
- Strong customer service skills, good problem-solving skills
- The ability to manage and handle multiple and possibly competing commitments simultaneously.
- Operates effectively as a member of a dynamic team, often working across multiple countries and time zones. Though also able to work efficiently alone.
- Willingness to invest own time for self-study related to the industry, software modules and supporting technologies.
In addition, the following will be beneficial: - PML, .Net and C# programming skills.
- Working knowledge of cloud based products/solutions.
- Data analysis and reporting experience, e.g. through Microsoft Access, SQL or Oracle databases, SQL queries, dashboard tools, Excel PowerPivot/PivotTables.
- Business analysis skills and/or project coordination/management experience.
AVEVA is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
Concerning agencies: Aveva does not accept unsolicited resumes and will not be responsible for fees related to such.
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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