Tech Support Engineer II

AVEVA; Frankfurt; Hybrid; GBP 39.000 - 56.000; Vollzeit

Zusammenfassung

AVEVA in Frankfurt, Germany, is hiring a Tech Support Engineer II to join our Technical Support team. You will be the first line of defense for PI System customers, resolving technical issues with clarity and speed while collaborating across time zones to deliver value.

You will handle phone and email inquiries, contribute to knowledge base articles, and work with senior engineers to improve product documentation and customer outcomes. This is a hybrid role with 50% office presence.

Qualifikationen

• Bachelor's degree or higher in Engineering, Math, CS or related field.
• 3+ years of work related experience in a technical support role.
• Advanced/fluent English language skills; German language is a plus.

Aufgaben

• Support internal and external customers via phone and email as front line support.
• Provide non-complex delivery service on-site and remote.
• Collaborate with senior team members to resolve issues.
• Author and maintain knowledge base articles on technical limitations and best practices.
• Collaborate to improve product documentation and address gaps.
• Provide technical expertise for external events and training.
• Complete new hire orientation and a thorough training program.
• Enable customer success by remote support and on-site visits as needed.
• Teach customers how to use AVEVA PI system and related software.
• Grow technical skills through a solid foundation in AVEVA PI and industry technologies.

Kenntnisse

Customer mindset

Technical problem solving

English fluency

German language

Learning ability

Ausbildung

Bachelor's degree or higher

Engineering, Math, CS or related field

Tools

PI System knowledge

Knowledge base writing

Jobbeschreibung

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 AVEVA Careers.

For more information about our privacy policy and how to manage cookies, visit our Privacy Policy.

Job Title: Tech Support Engineer II

Location: Frankfurt, Germany - Hybrid (50% working time at the office)

Employment Type: Full-time, Fixed Term contract - 12 months

The job

If you are looking to launch your career in the areas of industry, technology and client-facing work, look no further than the Tech Support Engineering role at AVEVA.

As a member of the Technical Support team, our mission is to serve our 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 have the opportunity to make a significant impact for our broad customer base, including Fortune 100 companies, each and every day, while simultaneously building upon your existing skill-sets. The role will allow you to develop a variety of skills that will contribute to your entire career while working with a team of talented people who help our dynamic range of customers.

Technical Support Engineers are the first line of assistance to customers who are trying to work with PI System. They handle many phones calls and emails, corresponding with customers, answering questions, and doing research. They investigate deep technical issues while communicating with clarity and care. They collect information and provide insight to Engineering and Sales to improve our products to help impact the customer values more deeply. They work in a fast-paced, team-centric environment with strong comradery, even across time zones.

Key responsibilities

• Support internal and external customers via phone and email as support's front line
• Provide non-complex Delivery service jobs on-site and remote
• Collaborate with senior members of the team
• Author and maintain Knowledge base articles for technical limitations and best practices
• Collaborate with others to help improve product documentation and address gaps and deficiencies
• Provide technical expertise for external events (UC booths, labs, webinars, etc.)
• Complete our New Hire Orientation and a thorough training program
• Enable our customers’ success to manage their operations by supporting them remotely through phone, email, web channels or on-site
• Teach our customers how to use our software as an instructor and trainer
• Develop your business acumen by communicating frequently with our customers to understand how they utilize our software to solve their business challenges, and by collaborating with different AVEVA departments to deliver and improve our customers’ experience with our company and products.
• Grow your technical skill-set by developing a solid foundation in the AVEVA PI system, related software and industry technologies.

Essential requirements

• Self-motivated individuals with a customer mindset and desire to help people
• Enthusiasm for technical problem solving, with attention to detail and strong communication skills
• Ability to learn and research in a dynamic and engaging environment
• Bachelor's Degree or higher
• Engineering, Math, Computer Science, Natural Sciences or related field
• 3+ years of work related experience
• Advanced/fluent English language skills
• Any other advanced/fluent language is a plus, especially German

Commercial at AVEVA

Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions.

If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.

Find out more: https://www.aveva.com/en/about/careers/

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.