Tech Support Principal Engineer

AVEVA•Houston, TX

14d•Hybrid

About The Position

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

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

Nice To Haves

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

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.