Tech Support Engineer

Technical Support Engineer

AVEVA is creating software trusted by over 90% of leading industrial companies. Salary Range: $69,900.00 - $151,400.00. This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Location: Philadelphia

Employment Type: full-time - Hybrid

This intermediate-level position is typically held by individuals with over three years of experience in triaging, reproducing, and resolving complex application issues related to the product, its configurations, and custom code developed and delivered to customers.

Key Responsibilities

• Serve as a Technical Support Analyst, providing expert-level support for complex issues.
• Perform triage, technical troubleshooting, testing, analysis, and diagnosis of product-related issues, including custom applications and integrations.
• Document all activities and findings thoroughly in the case tracking system.
• Provide effort estimates for anticipated work and tasks.
• Deploy workarounds or hotfixes for product-related issues.
• Implement fixes, enhancements, or workarounds for custom code issues.
• Document requirements for custom code changes and conduct feasibility studies.
• Maintain custom code and related documentation under version control, as needed.
• Ensure system documentation is accurate and up to date.
• Collaborate proactively with the Frontline Support team to promote best practices in solution maintenance.
• Occasionally participate in domestic travel for training or on-site customer support.

Essential Requirements (Technical Skills)

• Proficiency in the software development lifecycle, including design documentation, coding, and testing.
• Strong triage, troubleshooting, and issue replication capabilities.
• Solid understanding of Microsoft Windows and Server operating systems.
• Experience with Microsoft Visual Studio, including development in VB.NET and/or C#.
• Familiarity with source code version control systems, such as Mercurial (SCM).
• Proficient in Microsoft SQL Server development tools and languages, including SQL, PL/SQL, and T-SQL.
• Experience with SQL Server database administration and reporting services.
• A sound understanding of distributed solution architectures.

Desired Skills (Core Competencies)

• Adaptability and flexibility in dynamic environments.
• Customer-oriented mindset with a focus on delivering value.
• Strong written and verbal communication skills, with fluency in English as a first or second language.
• Proven ability to manage multiple priorities effectively.
• Self-motivated with a passion for continuous learning.
• Results-oriented approach to problem-solving and task execution.
• Demonstrated independence and sound decision-making skills.
• A collaborative mindset and ability to work effectively within a team toward shared goals.

AVEVA 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.