Job Description

Roles & Responsibilities

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

Key responsibilities

Enable our customers success to manage their operations by supporting them remotely through phone, email, web channels or on-site to best serve their environment while solving a variety of complex technical challenges.
Communicate with our customers to understand how they utilize our software to solve their business challenges and collaborate with different AVEVA departments to deliver and improve our customers experience with our company and products.
Provide Delivery service jobs on-site and remote.
Author, maintain, and approve Knowledge-base articles for technical limitations and best practices.
Collaborate with others to help improve product documentation and address gaps and deficiencies.
Provide feedback to newer Engineers on cases you assist on
Provide technical expertise for external events (UC booths, labs, webinars, etc.)
Train new team members on taking phone and email cases.
Teach internal and external classes.
Mentor newer team members.
Focus on a group of products and/or another area that is critical to the success of the organization.
Reproduce product issues in an effort to determine root cause.
Analyze support cases for defect patterns for area of specialization.
Stay up-to-date with PI System roadmap
Understand PI System positioning within AVEVA Portfolio
Become familiar with high-availability hosting solutions for enterprise applications, including load balancing, clustering, and failover
Maintain a positive, problem-solving mindset with patience and composure under pressure
Become comfortable navigating ambiguity
Develop natural willingness to always go the extra mile

Desired Candidate Profile

Essential requirements

Bachelor's Degree, Master's Degree or PhD in Engineering related field
3+ years of work experience preferred
English + Arabic Speaker ( French/Turkish or any other language knowledge is a plus)

Desired skills

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
Third-party technology knowledge

Tech Support Engineer AVEVA