Technical Support Engineer

AVEVA•Philadelphia, PA

19d•Hybrid

About The Position

The Technical Support Engineer II joins AVEVA’s Technical Support Team, which serves customers with high-quality, timely support and develops internal talent. The role resolves complex technical challenges for a broad customer base, including Fortune 100 companies, while mentoring peers and helping improve support operations. The successful candidate completes a structured onboarding and product ramp-up program involving classroom training, customer interactions, facility visits, and hands-on experience. The position supports customers remotely by phone, email, and web, and on-site as needed. It also involves advising customers and account teams, teaching public training classes, analyzing support data, collaborating with Sales, Product, R&D, and Services, and owning projects or processes that improve team performance and customer outcomes. The role is hybrid in most cases, with an expectation of working on-site 50% of working hours; the arrangement for this position will be confirmed during hiring.

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 affect team performance.
Strong analytical skills and ability to interpret support data and communicate findings to technical and non-technical audiences.
Demonstrated 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-motivated and able to work independently while contributing to 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, a customer-facing technical role, or a related role.

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 through classroom training, customer interactions, facility visits, and hands-on experience.
Own and drive resolution of complex customer technical issues remotely by phone, email, or web, and on-site as needed.
Serve as a trusted technical advisor for customer environments.
Mentor and develop junior team members through knowledge sharing, case collaboration, and serving as an internal instructor or job trainer.
Teach customers to maximize the value of AVEVA software as an instructor for public training classes.
Analyze customer support data and trends and communicate insights to account teams and customers to drive proactive solutions.
Join customer meetings with Sales, Product, and Services colleagues to provide technical advice, guidance, and escalation leadership.
Collaborate with Product, R&D, and Services teams to deliver and continuously improve the customer experience.
Own support-organization projects or processes and implement improvements that enhance team performance and customer outcomes.
Continuously deepen technical expertise across the AVEVA software portfolio and related industry technologies.