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Tech Support Principal Engineer

2 weeks ago

Calgary, Alberta, Canada AVEVA Full time $120,000 - $180,000 per year

AVEVA is creating software trusted by over 90% of leading industrial companies.

Salary Range:

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. 

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 skills. In 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:  

USA 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.

It's possible we're 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.

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Hybrid 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.

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About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 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: sustainability-

Find out more:

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.