Technical Support Engineer AIM - Customer Success

Job Purpose

The Support engineer’s primary responsibility is to provide technical application support to all cloud-based Information Management customers. Key responsibilities include - Escalated support for technical incidents, handling advanced support requests. Coordinate Implementation of non-standard Service Requests. Leading longer, detailed tasks and requests, including new and escalated requests.

Providing guidance, experience, and leadership during Major Incidents. Support Engineers have a key role in supporting the existing clients and contributing to the growth of business within AVEVA.

Dimensions

The Technical Support team are responsible for resolving complex application and configuration related issues on implementations that have been formally handed over to Global Customer Support from AVEVA Service Delivery teams. They will also scope for Information Management and help to ensure operational environments are optimized and appropriately managed on a per-customer basis.

The Support Engineer is expected to demonstrate strong practical knowledge of AVEVA Information Management products and the disciplines/industries they are deployed in. In addition, they will work with Service Delivery colleagues as projects approach ‘go live’ to ensure the projects ready for handover, reviewing support documentation and receiving advance training on the solution to complete knowledge transfer.

The role is primarily based in Hyderabad but may require occasional travel. This is a global team supporting all regions operated 24x7 rotational shift model

Principal Accountabilities

Respond to support incidents in line with customer and internal SLA requirements
Have and develop technical skills within your primary domain and into other AVEVA product areas to assist in the growth of the Technical Support team
Deliver excellent, professional, and knowledgeable services, both internally and to AVEVA’s customers and prospects
Be able to work with members of product development and sales managers to develop solution positioning and client support

Working Relationships

To collaborate with others in the larger support teams, SME, Application and Product Support teams, Service Delivery, Test, and Cloud DevOps Teams to ensure support issues are thoroughly investigated and resolved with a focus on high customer satisfaction
Provides assistance, guidance, and technical knowledge to others in the Customer Success organization, including Customer Success Managers and Technical Account Managers engaged with customer accounts
Develops good working relationships with customers at all levels of seniority and always provides the highest level of customer service and professionalism

Knowledge Skills & Experience Required

2 to 4+ years of experience working in a Technical Software Services/Support role, operating in the CAD, Document Management or Information Management markets
Experience of AVEVA NET support and implementation is preferred or any competitor solution
Possess a broad IT knowledge to include: network infrastructure, relational database theory and physical design; good knowledge of client and server platforms; understands complementary technologies and applications and their integration
Advanced skills in some/many of the following technologies or skills
o Public cloud providers (AWS and/or Azure), troubleshooting, basic architecture concepts
o Documentation and technical author experience, process writing, workflow definitions. Able to demonstrate capable customer-facing documentation output
o Demonstrates a sound background in several of the following: SQL, SSRS/SSIS, MS Office tool so Working knowledge of CAD file formats such as PDMS/DGN/DWG/PDS/Smart Plant would be an advantage
Knowledge on PowerShell , C#, .NET framework, JavaScript, XM
Experience and expertise with AVEVA software products or technologies – support experience, implementation experience
Strong customer service skills
Good problem-solving skills
Operates effectively as a member of a dynamic team, often working across multiple countries and time zones
The ability to manage and handle multiple and competing commitments simultaneously
Good verbal and written communication skills in English. Demonstrates sound presentation skills, creates concise and clear documentation.
Invests in own self-study related to the industry, software modules and supporting technologies In addition, the following will be beneficial
Working knowledge of AVEVA Connect
Hands-on work experience in the Engineering domain with an OO or EPC
Good to have knowledge of Engineering Design software like AVEVA E3D, AVEVA Engineering etc.