Technical Support Principal Engineer

AVEVA•Lake Forest, CA

7d•Hybrid

About The Position

AVEVA is seeking a Technical Support Principal Engineer to provide high-quality, world-class technical support to Premium and Elite software customers, primarily those using former Wonderware products. The role responds to customer inquiries by telephone, email, and chat, and works to resolve concerns arising during installation, startup, commissioning, operation, maintenance, and product application or compatibility. It involves troubleshooting software applications, recommending corrective actions, and documenting customer information and recurring technical issues to support product quality and development. Senior-level employees also address highly complex technical issues that are escalated. The role works with customers, Systems Integrators, Distributors, AVEVA R&D, and AVEVA Product Managers. It covers the phone queue during normal business hours, 8:00 AM–5:00 PM Pacific Time, and includes reproducing and documenting customer issues and resolutions in CRM systems. The engineer may contribute to AVEVA events, lead and mentor less-experienced support staff, and share knowledge through technical notes, knowledge articles, and web meetings. A small amount of domestic and international travel is required. After becoming proficient in designated products, the engineer may join 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 at a local office 50% of their working hours, though the arrangement for this role will be confirmed during the hiring process. Listed locations 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 of and experience with Microsoft Windows operating systems.
Knowledge of and experience with software development tools such as Visual Studio and object-oriented programming languages such as Python or C#.
Knowledge of 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.
Knowledge of and experience with Manufacturing Execution Systems (MES).

Nice To Haves

Experience implementing or supporting AVEVA InTouch HMI.
Experience implementing or supporting AVEVA InTouch OMI.
Experience implementing or supporting AVEVA System Platform (Application Server).
Experience implementing or supporting AVEVA Historian.
Experience implementing or supporting AVEVA OI Servers, DA Servers, or Communications Drivers.
Experience implementing or supporting AVEVA Batch Management (InBatch).
Experience implementing or supporting AVEVA Manufacturing Execution System (WW MES).
Experience implementing or supporting AVEVA Worktasks, Skelta, or Model Driven MES.

Responsibilities

Provide technical support to Premium and Elite customers by telephone, email, and chat.
Troubleshoot software applications and recommend corrective actions for customer issues arising during installation, startups, commissioning, operation, maintenance, product application, and compatibility.
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 escalated to senior-level support.
Serve as a technical lead to less-experienced Technical Support staff.
Write technical notes, knowledge objects, and articles, and deliver web meeting sessions and other knowledge-transfer activities.
Participate in annual events such as AVEVA World, including technical presentations, product demonstrations, and event setup, operation, and teardown.
Travel a small amount domestically and internationally.
After gaining proficiency in designated products, potentially participate in an on-call rotation for urgent after-hours or weekend remote support.

Benefits

Flexible work hours.
20 days of paid time off, increasing to 25 days with service.
Three paid volunteering days.
Primary and secondary parental leave.
Well-being support.
Medical insurance.
Dental insurance.
Vision insurance.
401(k).
Additional compensation where applicable for urgent after-hours/weekend on-call remote support.