Technical Support Principal Engineer

AVEVA•Lake Forest, CA

1d•Hybrid

About The Position

The Technical Support Engineer ensures AVEVA Software Premium and Elite customers receive high-quality technical support. The role responds to customer inquiries by phone, email, and chat, and works to resolve concerns arising during installation, startups, commissioning, operation, maintenance, product application, or compatibility. It troubleshoots software application issues, recommends corrective actions, and documents customer information and recurring technical issues to support product quality and development. The role also addresses highly complex escalated issues and serves as a technical lead to less-experienced support staff. Primary customers are large Premium and Elite subscribers using former Wonderware products. The role also engages with Systems Integrators, Distributors, AVEVA R&D, and AVEVA Product Managers. The position covers a phone queue during normal business hours, 8:00 AM–5:00 PM Pacific Time, and requires a small amount of domestic and international travel. After gaining proficiency in designated products, the employee may participate in an on-call rotation for urgent after-hours or weekend remote support, with additional compensation where applicable. The position is hybrid. AVEVA generally expects hybrid employees to work onsite 50% of their working hours, though the arrangement for this role will be confirmed during hiring. Locations listed are Lake Forest, San Leandro, and Calgary.

Requirements

Degree in Computer Science, Computer Engineering, or Electrical/Electronic Engineering.
At least 8 years of experience in similar roles.
Knowledge and experience with Microsoft Windows operating systems.
Knowledge and experience with software development tools such as Visual Studio and object-oriented programming languages such as Python or C#.
Knowledge and experience with Microsoft SQL Server.
Demonstrable knowledge of industrial automation hardware and/or software, such as PLCs, Human Machine Interface (HMI), and industrial protocols including OPC DA, OPC UA, and MQTT.

Nice To Haves

Knowledge and experience with Manufacturing Execution Systems (MES).
Experience implementing or supporting former Wonderware brand products, including AVEVA InTouch HMI, AVEVA InTouch OMI, AVEVA System Platform (Application Server), AVEVA Historian, AVEVA OI Servers / DA Servers / Communications Drivers, AVEVA Batch Management (InBatch), AVEVA Manufacturing Execution System (WW MES), or AVEVA Worktasks / Skelta / Model Driven MES.

Responsibilities

Provide day-to-day technical support to AVEVA Software Premium and Elite customers by telephone, email, and chat.
Drive resolution of customer concerns related to installation, startups, commissioning, operation, maintenance, product application, and compatibility.
Troubleshoot software application problems and recommend corrective action.
Cover the technical support phone queue during normal business hours, 8:00 AM–5:00 PM Pacific Time.
Reproduce customer issues and document issues and resolutions in CRM systems.
Document customer information and recurring technical issues to support product quality programs and product development.
Address highly complex technical issues that are escalated.
Serve as a technical lead to less-experienced Technical Support staff.
Write technical notes, knowledge objects, and articles; deliver web meeting sessions and conduct other knowledge-transfer activities.
Participate in annual events such as AVEVA World, including technical presentations, product demonstrations, and event setup, running, and teardown.
Undertake a small amount of domestic and international travel.
After becoming proficient in designated products, potentially participate in an on-call rotation for urgent after-hours or weekend remote support.