Technical Support Engineer

Technical Support Engineer II supports customers by resolving complex technical issues, strengthening team capability, and improving support operations.

Responsibilities

• Complete a structured onboarding and product ramp-up program through classroom training, customer interactions, facility visits, and hands-on experience.
• Develop deep familiarity with the software portfolio, customer environments, and company culture.
• Lead resolution of complex customer technical issues remotely (phone, email, web) and on-site when required.
• Serve as a trusted technical advisor for customer environments.
• Mentor and develop junior team members via knowledge sharing, case collaboration, and acting as an internal instructor or job trainer.
• Instruct customers to maximize value from the software through public training classes.
• Analyze customer support data and trends, then communicate insights to account teams and customers to enable proactive solutions.
• Join customer meetings with Sales, Product, Services to provide technical advice, guidance, and escalation leadership.
• Collaborate cross-functionally with Product, R&D, and Services to deliver and continuously improve the customer experience.
• Own support projects or processes, identifying and implementing improvements that enhance team performance and customer outcomes.
• Continuously deepen technical expertise across the AVEVA software portfolio and related industry technologies.

Requirements

• Proven ability to apply software troubleshooting theories, principles, and methodologies to complex issues.
• Capability to create innovative solutions for complex technical problems.
• Experience owning entire projects or processes, including driving improvements to systems, tools, or workflows.
• Strong analytical skills to interpret support data and communicate findings to technical and non-technical audiences.
• Customer-facing excellence with a service mindset and desire to help people succeed.
• Enthusiasm for technical problem-solving with attention to detail and comfort navigating ambiguity.
• Excellent written and verbal communication skills.
• Self-motivated with the ability 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 a technical support, customer-facing technical, or related role.

Technologies

• SQL
• Scripting languages
• APIs
• Web services

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

Nice to have

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

Hybrid working

• Hybrid arrangement at AVEVA.
• Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of working hours.
• Some roles may be fully office-based depending on work scope.
• Certain roles supporting specific customers or markets may be remote.
• Working arrangement for this position will be confirmed during the hiring process.

Hiring process

• Submit a cover letter and CV through the application portal.
• AVEVA is committed to recruiting and retaining people with disabilities.
• Let AVEVA know in advance if reasonable support is needed during the application process.

About AVEVA

• Global leader in industrial software with more than 6,500 employees in over 40 countries.
• Solutions used by thousands of enterprises across energy, infrastructure, chemicals, and minerals.
• Focus on sustainability and inclusion across operations, culture, and core business strategy.

Location: Philadelphia, PA (hybrid) · Compensation: USD 56,600 - 115,000 per yearly · Minimum experience: 1 year · Education: Bachelor's Degree or higher in Engineering, Math, Computer Science, Natural Sciences, or a related field