Technical Support Principal Engineer

AVEVA SOFTWARE BRASIL LTDA.; Lake Forest (CA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flex work hours

PTO 20–25 days

Volunteering days

Parental leave

Well-being support

Medical

Dental

Vision

401K

Job summary

AVEVA SOFTWARE BRASIL LTDA. is seeking a Technical Support Engineer to ensure AVEVA Premium and Elite customers receive world-class technical support. You will handle inquiries via phone, email, and chat, addressing issues from installation to product application and compatibility.

You will troubleshoot software, document customer information, and contribute to product quality programs. Senior staff tackle highly complex issues and may join an on-call rotation with additional compensation.

Qualifications

• Degree in CS/CE/EE.
• 8+ years in similar roles.
• Experience with Windows OS.
• Experience with Visual Studio and Python or C#.
• Experience with SQL Server database.
• Industrial automation knowledge: PLCs, HMI, OPC DA/UA, MQTT.
• Experience with MES.

Responsibilities

• Cover a phone queue during 8:00 AM–5:00 PM PT.
• Reproduce issues and document resolutions in CRM.
• Participate in AVEVA World and other events.
• Serve as technical lead to junior staff.
• Create knowledge notes and deliver web sessions.
• Willingness to travel domestically and internationally; may be on-call with extra pay.

Skills

Windows OS

Python

C#

HMI

OPC UA

PLC

MQTT

Manufacturing Execution Systems

Education

Bachelors in Computer Science / Computer Engineering / Electrical Engineering

Tools

Visual Studio

SQL Server

Job description

Salary Range:

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.

Locations:

Lake Forest, San Leandro, Calgary. HYBRID

The overall job of a Technical Support Engineer is to ensure that on a day-to-day basis, AVEVA Software Premium and Elite customers are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters.

This position will troubleshoot problems with software applications and recommend corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.

Key Relationships:

The primary customers are those large Premium and Elite subscribers which use former Wonderware brand. In addition, the Technical Support Engineer will engage with Systems Integrators and Distributors as well as AVEVA R&D and AVEVA Product Managers.

Responsibilities:

• The Tech Support Engineer is responsible for covering a phone queue during the normal business hours, 8:00 AM - 5:00 PM Pacific Time.
• Reproducing customer issues along with documentation of issues and resolutions in CRM systems.
• Will have the opportunity to participate in the annual events, such as AVEVA World, including technical presentations, product demo and event run/setup/teardown.
• Serve as a technical lead to less-experienced Technical Support staff.
• Knowledge transfer activities such as writing tech notes, knowledge objects and articles in addition to delivering web meeting sessions, and similar.
• Position requires a small amount of international and domestic travel.
• After gaining proficiency in designated products, may participate in an on-call rotation for urgent after-hours/weekend remote support (with additional compensation where applicable).

Skills & Qualifications:

• Degree in Computer Science, Computer Engineering, Electrical/Electronic Engineering.
• 8+ years of experience in similar roles.
• Knowledge and experience on Microsoft Windows Operating Systems.
• Knowledge and experience with software development tools such as Visual Studio and object-oriented programming languages such as Python or C#.
• Knowledge and experience on Microsoft SQL Server database.
• Demonstrable knowledge of industrial automation hardware and/or software like PLCs, Human Machine Interface (HMI), industrial protocols like OPC DA, OPC UA, MQTT, others.
• Knowledge and experience on Manufacturing Execution Systems (MES).

A PLUS:

• Experience implementing or supporting any of the following former Wonderware brand products:
• AVEVA InTouch HMI
• AVEVA InTouch OMI
• AVEVA System Platform (Application Server)
• AVEVA Historian
• AVEVA OI Servers / DA Servers / Communications Drivers
• AVEVA Batch Management (InBatch)
• AVEVA Manufacturing Execution System (WW MES)
• AVEVA Worktasks / Skelta / Model Driven MES

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
• 401K

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 tho