Tech Support Principal Engineer

1 week ago

Houston, Texas, United States AVEVA Full time

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies.

If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you Find out more at

Salary Range:

About the Role

This position will provide local and regional technical support for Simsci products as part of a regional support center. This role troubleshoots complex software issues, reproduces (as necessary) problems customers are experiencing, investigates and proposes workarounds, and interfaces with Development to obtain solutions. This is a customer-facing role, responding to inquiries coming in via telephone, email, and internet in a timely and friendly manner.

Responsibilities:

  • Document support issues and product defects in tracking tools, ensuring all steps needed to replicate the problem are well documented.
  • Provide quick turnaround to customers for issues reported, by priority.
  • Provide excellent customer service to increase customer service satisfaction rating per the Customer First program.
  • 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, WebEx's, Articles, White Papers, Knowledge Objects
  • Position will involve performing customer training
  • While junior engineers will handle Introductory courses, this level will require teaching Intermediate and Custom level courses
  • Training junior engineers to get to the next technical level
  • Position will require some travel to receive or to provide training, to visit a customer site for troubleshooting purposes or to attend meetings/conferences
  • Staffing and presenting technical papers at conferences and events and being the face of technical support to our customers

Primary interfaces:

Primary interfaces are both external and internal. The position interfaces to the following groups primarily:

External component: End-user customers

Internal component: Research & Development (R &D), Projects/Delivery, Product Management, Sales, and other Global Customer Support team members.

Qualification:

· BS degree in Chemical Engineering or higher

· 15+ years process engineering experience

· Process simulation and/or optimization experience required

· Applies knowledge of engineering principles across a broad range of simulation products.

· Attains results, although assistance of more senior will sometimes be needed.

Preferred Experience:

· Customer service experience

· Instruction/training experience.

· Process simulation experience with Simsci products

Communication Skills:

· Excellent English language verbal and written communication skills. Other languages a plus.

· 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.

Other Skills and Abilities:

· Ability and willingness to travel 5%-15% of the time, if required.

· PC literate with thorough knowledge of Word, Excel and PowerPoint.

· Ability to present and communicate technical issues to customers.

· Ability to avoid customer confrontation and problems in difficult situations.

· Works well under the pressure of multiple demands.

· Ability to interface and communicate with persons of many different personalities and cultures.

· Good prioritization and goal setting skills.

· Requires little to no supervision after initial training period. Demonstrates natural leadership abilities.

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

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