Tech Support Principal Engineer

AVEVA; Lake Forest (CA); Hybrid; USD 82,400 - 170,400; Full time

Benefits offered by this job

Flex work hours

PTO 20 days rising to 25 with service

Three paid volunteering days

Parental leave (primary & secondary)

Well-being support

Medical, dental, vision, and 401K

Job summary

AVEVA is seeking a Tech Support Principal Engineer to join our Global Technical Support team in the USA. You will handle a wide range of customer queries, from basic usage to deep modelling issues, and work with technical end-users to understand business workflows.

The role includes training material creation and cross-functional collaboration. The position requires a strong numerical background, 10+ years of Oil & Gas experience, and the ability to communicate complex topics clearly.

Qualifications

• 10+ years of industry knowledge in Oil & Gas.
• Strong numerical background with a relevant degree (or PhD).
• Ability to analyze technical requirements and provide solutions.
• Ability to communicate detailed technical topics to varied audiences.
• Experience presenting to clients and to an audience.
• Keen to learn and gain in-depth understanding of technical issues.
• Competent user of Microsoft Word, Excel and PowerPoint.

Responsibilities

• Respond to customer queries, from usage questions to complex modelling investigations.
• Work with a broad range of end-users to understand workflows and provide technical advice.
• Develop and run training material and training courses.
• Track and prioritise the status of customer queries for timely handling.
• Coordinate investigation of customer issues across multiple teams.
• Collaborate with Sales, R&D, Services and Project Management to resolve queries efficiently.

Skills

Industry knowledge (Oil & Gas)

Technical communication

Microsoft Office (Word/Excel/PowerPop)

Client-facing experience

Learning mindset

Training delivery

Problem solving

Education

Degree in Mathematics/Engineering/Physical Sciences

Tools

Microsoft Word

Excel

PowerPoint

Job description

AVEVA is creating software trusted by over 90% of leading industrial companies.

Salary Range

$82,400.00 - $170,400.00

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Job Title

Tech Support Principal Engineer

Location

USA - Houston, TX/ Lake Forest, CA/ Philadelphia, PA

Employment Type

Full Time

AVEVA Unified Supply Chain has an established reputation for providing the best tools in sector: software which is easy-to-use, powerful, fast and robust. Our clients rely on our tools to make a wide range of business decisions and depend on us to provide application support and training to help them get maximum value from our software.

As a Tech Support Principal Engineer, you will work as part of the Global Technical Support team which is responsible for all aspects of supporting our products. The Technical Support Team provides constructive, added-value advice that guides users to the information they want, helps them make sense of their data, and educates them in making the best use of the tools.

Key Responsibilities

• Responding to all queries from customers – these can range from straightforward requests on usage of the tools to in-depth investigations of complex modelling problems.
• Working with a broad range of customer end-users, including technical experts, to understand business workflows, solve problems, and provide detailed technical advice.
• Training, including development of training material and running training courses.
• Tracking and prioritising the status of customer queries, ensuring that they are dealt with in a timely manner.
• Coordinating investigation of customer issues across multiple teams.
• Working closely with Sales, R&D, Services and Project Management teams to ensure that customer queries are addressed in the most efficient way.

Essential Requirements

• 10+ years of Industry knowledge from the Oil and Gas sector [Refinery Economics]
• Strong numerical background, ideally with a degree (or Ph.D) in mathematics, engineering or physical sciences
• Analysis of technical requirements, solving detailed technical problems and providing solutions
• An ability to communicate detailed technical topics to a varied audience
• Experience of presenting to clients and to an audience
• Keen to learn and gain in-depth understanding of technical issues
• Competent user of Microsoft Word, Excel and PowerPoint

Desired Skills

• Experience of Economic Planning within the Oil and Gas value chain optimization
• Software development experience
• Understanding of databases, networks and software architecture

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/

USA Benefits include

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, and 401K.

It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.

Find out more: aveva.com/en/about/careers/benefits/

Hybrid working

We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process.

About AVEVA

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. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/

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

AVEVA requires all successful applicants to undergo and pass a drug screening and 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. 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.