Technical Support Senior Engineer – Pipeline Simulation
About The Position
AVEVA is creating software trusted by over 90% of leading industrial companies. This role provides local and regional technical support for Pipeline Simulation products as part of a regional support center. The role involves troubleshooting complex software issues, reproducing problems customers are experiencing, investigating and proposing workarounds, and interfacing with Development to obtain solutions. This is a customer-facing role, responding to inquiries via telephone, email, and internet in a timely and friendly manner. Responsibilities include documenting support issues and product defects in tracking tools, ensuring all steps needed to replicate the problem are well documented, and providing quick turnaround to customers for issues reported, by priority. The goal is to provide excellent customer service to increase customer service satisfaction rating per the Customer First program.
Requirements
- BS degree in Chemical, Mechanical, Electrical, Process, or Petroleum Engineering or higher.
- 5-10 years of experience in pipeline simulation.
- Experience with software application support or deployment in the Oil & Gas / Pipeline industry.
- Strong understanding of thermodynamics, fluid dynamics, and hydraulic behavior.
- Applies engineering principles across a range of simulation products.
- Familiarity with model simulation and troubleshooting techniques.
- Excellent English language verbal and written communication skills.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to present information effectively and respond to questions from groups of managers, clients and customers.
- Ability and willingness to travel 5%-15% of the time, if required.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Ability to communicate technical issues clearly and professionally.
- Skilled in managing difficult customer interactions and avoiding confrontation.
Nice To Haves
- Programming experience (e.g., C++, Fortran) and basic networking knowledge are beneficial.
- Other languages a plus (mainly Portuguese and Spanish).
- Customer service and technical support experience.
- Instruction/training experience.
- Experience with AVEVA’s Pipeline Simulation products (e.g., PIM, PTS, SimSuite).
Responsibilities
- Coverage of and response to live inbound technical support cases
- Ability to handle the more complex and advanced cases and to provide support to junior level engineers
- Technical troubleshooting, analysis, and diagnosis of issues
- Issue replication / duplication
- Research into workarounds and solutions
- Documentation of activities and findings in a case tracking tool
- Maintain product knowledge and proficiency
- Knowledge transfer via technical documentation such as Tech Notes, remote sessions recordings, Articles, White Papers, Knowledge Objects
- Performing customer training
- Teaching Intermediate and Custom level courses
- Training junior engineers to get to the next technical level
- Presenting technical papers at conferences and events and being the face of technical support to our customers
Benefits
- Flex work hours
- 20 days PTO rising to 25 with service
- three paid volunteering days
- primary and secondary parental leave
- well-being support
- medical, dental, vision
- 401K
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
