Tech Support Engineer

AVEVA; Calgary; In loco; CAD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

AVEVA is seeking a Technical Support Engineer in Calgary, Alberta, Canada. This entry-level role combines triage, troubleshooting, and collaboration with R&D and delivery teams in a hybrid work model (onsite 2-3 days).

You will handle product issues, document resolutions, and provide estimates for customer requests, with emphasis on Windows environments and VB.NET/C# code. Travel may be required for training and customer support; strong English communication and a proactive, team-oriented

Competenze

• Experience triaging, reproducing, and resolving complex application issues.
• Strong written and verbal English communication.
• Willingness to travel for training and customer support.

Mansioni

• Provide support for product technical issues.
• Triaging, troubleshooting, testing, and diagnosing issues, including custom code.
• Document activities, findings, and resolutions in the case management system.
• Provide effort estimates for customer requests.
• Deploy workarounds and hotfixes to maintain availability.
• Implement fixes for issues related to custom-developed code.
• Gather requirements for custom code changes and assess feasibility.
• Ensure documentation remains accurate.
• Collaborate with Support, R&D, and Project Delivery teams to resolve issues.
• Participate in travel for training and support.
• Travel domestically and internationally as needed for training or support.

Conoscenze

Software lifecycle

Triage troubleshooting

Windows OS

VB.NET/C#

Mercurial SCM

SQL Server tools

Distributed architectures

Strumenti

Visual Studio

Mercurial SCM

SQL Server tools

OASyS SCADA knowledge

Descrizione del lavoro

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!

Technical Support Engineer - Calgary, Alberta, Canada

Full Time- Hybrid (2-3 days onsite) (9:00 am - 6:00 pm Shift)

This is an entry-level position intended for individuals with some experience triaging, reproducing, and resolving complex application issues related to products, product configurations, and custom code developed and delivered to customers.

Key responsibilities

• Serve as a Technical Support Engineer/Analyst, providing support for all product technical issues.
• Perform triage, troubleshooting, testing, analysis, and diagnosis of product-related issues, including custom applications and integrations.
• Document all activities, findings, and resolutions thoroughly within the case management system.
• Provide effort estimates for anticipated work and customer requests.
• Deploy workarounds and hotfixes to mitigate product-related issues and maintain system availability.
• Implement fixes, enhancements, and workarounds for issues related to custom-developed code.
• Gather and document requirements for custom code changes and perform feasibility assessments.
• Ensure system and technical documentation remains accurate, complete, and up to date.
• Collaborate proactively with Support team members to promote best practices in troubleshooting, solution maintenance, and knowledge sharing.
• Partner with R&D, and Project delivery Services teams as needed to resolve complex customer issues.
• Participate in domestic and international travel, as required, for training, customer support, or support-related activities.

Essential requirements

• Adaptability and flexibility in dynamic environments.
• Customer-oriented mindset with a focus on delivering value.
• Strong written and verbal communication skills, with fluency in English as a first or second language.
• Proven ability to manage multiple priorities effectively.
• Self-motivated with a passion for continuous learning.Results-oriented approach to problem-solving and task execution.
• Demonstrated independence and sound decision-making skills.
• A collaborative mindset and ability to work effectively within a team toward shared goals.

Desired skills

• Proficiency in the software development lifecycle, including design documentation, coding, and testing.
• Strong triage, troubleshooting, and issue replication capabilities.
• Solid understanding of Microsoft Windows and Server operating systems.
• Experience with Microsoft Visual Studio, including development in VB.NET and/or C#.
• Familiarity with source code version control systems, such as Mercurial (SCM).
• Proficient in Microsoft SQL Server development tools and languages, including SQL, PL/SQL, and T‑SQL.
• Experience with SQL Server database administration and reporting services.
• A sound understanding of distributed solution architectures.
• Knowledge of Enterprise SCADA (OASyS) product is an asset.

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.