Technical Support Principal Engineer

AVEVA Software LLC; Lake Forest (CA); Hybrid; USD 100,000 - 150,000; Full time

Benefits offered by this job

Flex hours

PTO 20 days

Volunteer days

Parental leave

Well-being support

Medical

Dental

Vision

401K

Job summary

AVEVA Group zoekt een senior Technical Support Engineer die Premium/Elite klanten wereldwijd ondersteunt en complexere problemen adresseert. Je werkt in een hybride model en werkt nauw samen met R&D en productmanagers.

De rol vereist uitgebreide ervaring met industriële automatisering, MES en OPC-protocollen, plus sterke kennis van Windows en SQL Server. Reizen wereldwijd is mogelijk.

Qualifications

• Degree in Computer Science, Computer Engineering, Electrical/Electronic Engineering.
• 8+ years of experience in similar roles.
• Knowledge of Windows operating systems and SQL Server.
• Experience with OPC UA/DA, HMI, MES and industrial automation.

Responsibilities

• Provide quality technical support to AVEVA Premium/Elite customers during business hours.
• Reproduce issues and document resolutions in CRM systems.
• Lead technical discussions and mentor junior staff.
• Participate in events and product demonstrations when required.
• Travel domestically and internationally as needed.
• Assist in knowledge transfer through tech notes and web sessions.

Skills

Python

C#

Windows OS

SQL Server

OPC UA

OPC DA

HMI

MES

Visual Studio

Education

Bachelor's degree in Computer Science/Computer Engineering/Electrical/Electronic Engineering

Tools

Visual Studio

Job description

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

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

• 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‑case basis.

Empowering you with pioneering tech 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’ve been recognized for the neutrality transparency and commitment to diversity, equity, and inclusion. We’ve discovered that we have had the sustainability effort validated.

Find out more at AVEVA Careers.