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Technical Support Engineer

Aveva Philadelphia, PA

Philadelphia, PA

Today

$57k - $115k/yr Full time Api Integration Application Support Customer Support

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Job Description

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

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