Tech Support Principal Engineer

Job Title:Tech Support Principal Engineer

Location:Lake Forest California Houston Texas or Calgary

Employment Type: Full Time - Permanent

The job

The Principal Technical Support Engineer role represents a senior-level technical competency in the fields of product technical support. This position encompasses the support of AVEVA System Platform products. As such Principal Technical Support Engineer is responsible for resolving complex issues related to product and product configurations. This role requires excellent communication (both written and verbal) organization and troubleshooting addition to possessing a high level of technical proficiency in the technologies cited below the Principal Technical Support Engineer must have the ability to interact directly with customers in a professional manner. An understanding of manufacturing processes or having domain experience in the Food & Beverage Consumer Packaged Goods (CPG) Metals or Discrete industries is a plus. As a member of the Global Technical Support organization the Principal Technical Support Engineer will expand their knowledge via working with other senior-level 2 Customer Support Engineers.

Key responsibilities

Document activities and findings in a case tracking tool
Technical troubleshooting analysis and diagnosis of product issues
Technical troubleshooting analysis and diagnosis of custom application issues
Technical troubleshooting analysis and diagnosis of custom integration issues
Ensure case updates and resolution timeframes are in line with service level agreement
Delivery of product issue workaround or fix
Replication of customer issues
Development of knowledge articles related case outcomes

Essential requirements

Excellent communication skills written and verbal (English fluency as a first or second language)
Collaboration mindset and ability to work in a virtual team environment towards a common goal
Microsoft Windows Operating Systems
Working knowledge of current versions of Wonderware InTouch and System Platform
A sound understanding of HMI / SCADA solution architectures and industrial automation

Desired skills

BS degree in a respective Computer Science or Engineering field (extensive work experience may supplement degree)
7 years of experience as a Technical Support Engineer or related field practicing in support design development and/or integration of process control and IT solutions for manufacturing.
Domain experience in the implementation and use of process control utilized in the Food & Beverage Consumer Packaged Goods (CPG) Metals or Discrete industry manufacturing space

Find out more: Benefits include:

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 and 401K.

Its possible were hiring for this position in multiple countries in which case the above benefits apply to the primary location. Specific benefits vary by country but our packages are similarly comprehensive.

Find out more: working

By default employees are expected to be in their local AVEVA office three days a week but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.

Hiring process

Interested Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more: AVEVA

AVEVA is a global leader in industrial software with more than 6500 employees in over 40 countries. 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 are committed to embedding sustainability and inclusion into our operations our culture and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: out more: requires all successful applicants to undergo and pass a drug screening and 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. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.