Technical Support Engineer

AVEVA•Philadelphia, PA

20d•$56,600 - $115,000•Hybrid

About The Position

The Technical Support Engineer II is a member of AVEVA’s Technical Support Team, which works to resolve customer issues with quality and speed while developing internal talent. The role supports a broad customer base, including Fortune 100 companies, and involves resolving complex technical challenges, mentoring peers, and improving support operations. The position includes a structured onboarding and product ramp-up program covering AVEVA’s software portfolio, customer environments, and company culture through training, customer interactions, facility visits, and hands-on experience. The engineer supports customers remotely by phone, email, and web, and on-site as needed. They may also teach public training classes, participate in customer meetings with Sales, Product, and Services, and collaborate with Product, R&D, and Services teams. The engineer analyzes support data and trends, contributes to projects and process improvements, and continues building technical expertise across AVEVA software and related industry technologies. The role requires a customer-focused approach, technical problem-solving ability, strong communication, and the ability to work independently and collaboratively. The position is hybrid in general, with the specific working arrangement confirmed during hiring; most hybrid roles require on-site work for 50% of working hours.

Requirements

Bachelor’s degree or higher in Engineering, Math, Computer Science, Natural Sciences, or a related field.
1–3 years of experience in technical support, a customer-facing technical role, or a related role.
Ability to apply software troubleshooting theories, principles, and methodologies to complex issues and develop innovative solutions.
Experience owning projects or processes and driving improvements to systems, tools, or workflows that improve team performance.
Strong analytical skills, including interpreting support data and communicating findings to technical and non-technical audiences.
Customer-facing excellence, a service mindset, and a genuine desire to help people succeed.
Enthusiasm for technical problem-solving, attention to detail, and ability to navigate ambiguity.
Excellent written and verbal communication skills.
Self-motivation and ability to work independently while contributing to a collaborative team environment.

Nice To Haves

Experience with industrial software, SCADA, data historians, or operational technology (OT) environments.
Familiarity with SQL, scripting languages, or developer technologies such as APIs and web services.
Additional language skills, specifically Spanish, Portuguese, or French.
Experience mentoring or training others in a technical environment.

Responsibilities

Complete structured onboarding and product ramp-up to develop familiarity with AVEVA software, customer environments, and company culture.
Own and drive resolution of complex customer technical issues remotely and on-site as needed.
Mentor and develop junior team members through knowledge sharing, case collaboration, and internal instruction or job training.
Teach customers to maximize the value of AVEVA software by instructing public training classes.
Analyze customer support data and trends and communicate insights to account teams and customers to drive proactive solutions.
Participate in customer meetings with Sales, Product, and Services to provide technical advice, guidance, and escalation leadership.
Collaborate with Product, R&D, and Services to improve the customer experience.
Own support-organization projects or processes and implement improvements to team performance and customer outcomes.
Continuously deepen technical expertise across AVEVA software and related industry technologies.