AVEVA is seeking a Technical Support Engineer to join its team in Philadelphia, PA in a hybrid working model. In this role, you’ll support customers by resolving complex technical issues, mentoring teammates, and using support insights to improve how support operations run across the customer lifecycle.
Working as a trusted technical advisor, you will complete a structured onboarding and product ramp-up, then provide remote and on-site assistance as needed. The position also involves cross-functional collaboration with Sales, Product, and Services to deliver guidance, escalation leadership, and an improved customer experience.
Key Responsibilities
- Complete a structured onboarding and product ramp-up program using classroom training, customer interactions, facility visits, and hands-on experience to build familiarity with AVEVA’s software portfolio, customer environments, and company culture.
- Own and drive resolution of complex technical issues for customers through phone, email, and web support, and on-site as needed, acting as a technical advisor for their environments.
- Mentor junior team members through knowledge sharing, case collaboration, and serving as an internal instructor or job trainer.
- Teach customers how to maximize the value of AVEVA software through instruction in public training classes.
- Analyze customer support data and trends, communicate insights to account teams and customers, and help drive proactive solutions.
- Join customer meetings with other functions such as Sales, Product, and Services to provide technical advice, guidance, and escalation leadership.
- Collaborate cross-functionally with Product, R&D, and Services teams to continuously improve the customer experience.
- Take ownership of projects or processes within the support organization by identifying and implementing improvements that enhance team performance and customer outcomes.
- Continuously deepen technical expertise across the AVEVA software portfolio and related industry technologies.
Requirements
- Proven ability to apply software troubleshooting theories, principles, and methodologies to complex issues and develop innovative solutions.
- Experience owning entire projects or processes, including driving improvements to systems, tools, or workflows that positively impact team performance.
- Strong analytical skills with the ability to interpret support data and communicate findings to both technical and non-technical audiences.
- Demonstrated customer-facing excellence with a service mindset and genuine desire to help people succeed.
- Enthusiasm for technical problem-solving with attention to detail and the ability to navigate ambiguity.
- Excellent written and verbal communication skills.
- Self-motivated ability to work independently while contributing in a collaborative team environment.
- Bachelor’s Degree or higher in Engineering, Math, Computer Science, Natural Sciences, or a related field.
- 1-3 years of experience in technical support, customer-facing technical work, or a related role.
Technologies
- SQL
- Scripting languages
- APIs
- Web services
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, and vision coverage
- 401K
Nice to Have
- Experience with industrial software, SCADA, data historians, or operational technology (OT) environments.
- Familiarity with SQL, scripting languages, or developer technologies (APIs, web services).
- Additional language skills, specifically Spanish, Portuguese, or French.
- Experience mentoring or training others in a technical environment.
Hybrid Working and Hiring Process
- AVEVA works in a hybrid way, with most roles based at a local AVEVA office and an expectation of being on-site 50% of your working hours to support collaboration and connection.
- Some positions may be fully office-based depending on the work, while certain roles that support specific customers or markets may be remote. The arrangement for this position will be confirmed during the hiring process.
- Submit your cover letter and CV through the application portal.
- AVEVA is committed to recruiting and retaining people with disabilities, and you can request reasonable support during the application process.
About AVEVA
AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Its solutions are used by thousands of enterprises to help deliver essentials of life, including energy, infrastructure, chemicals, and minerals, with a focus on safety, efficiency, and sustainability. AVEVA also emphasizes sustainability and inclusion across operations, culture, and core business strategy.
