Tech Support Engineer

Job Details

Job Title: Technical Support Engineer I

Location: Hyderabad

Reports to: Technical Support Manager, Hyderabad

Department: CS Technical Support

Job Summary

We are seeking a highly motivated Technical Support Engineer to join our 24x7 Cloud Platform Support team. This role is critical in delivering exceptional customer experience by providing timely and effective technical assistance. You will be responsible for resolving customer queries, troubleshooting technical issues, and ensuring smooth operation of AVEVA's cloud-based and engineering solutions, including AVEVA CONNECT and CONNECT-based applications. Additionally, you will monitor system alerts, analyse incidents, and escalate, when necessary, all while adhering to defined SLAs and industry best practices.

The role will primarily serve as Level 1 / Level 2 support for a portfolio of AVEVA products used across industrial engineering, operations, and asset management domains.

Key Responsibilities

• Serve as the first point of contact for technical support requests from global customers via phone, email, and ticketing systems.
• Provide strong technical expertise in Cloud Applications, Licensing, Networking, and Hosting technologies, along with AVEVA industrial software solutions such as AVEVA E3D, AVEVA P&ID, AVEVA Diagrams, AVEVA Unified Engineering on CONNECT, AVEVA System Platform, InTouch OMI, AVEVA PI System, AVEVA Asset Information Management (AIM), and AVEVA NET.
• Deliver L1 and L2 technical support for the above AVEVA products, including user assistance, issue triage, root cause analysis, and resolution or escalation as required.
• Monitor and respond to automated alerts, performing corrective actions or escalating as per defined procedures.
• Manage support queues, ensuring timely resolution and proactive communication with customers.
• Collaborate with regional and global teams for effective escalation and resolution of product- and platform-related issues.
• Work closely with fulfillment teams to address AVEVA licensing concerns, activations, renewals, and updates.
• Partner with product development teams on upcoming releases and known issues to ensure seamless implementation and customer readiness.
• Deliver support aligned with industry best practices and AVEVA support standards.
• Document operational procedures and create knowledge base articles related to AVEVA products, cloud services, and common customer issues for continuous improvement.
• Contribute to process optimization and service excellence initiatives within the support organization.

Functional Competencies

• Proven experience in a technical support environment, preferably in a global setting.
• Hands-on exposure to supporting industrial software or engineering applications, preferably AVEVA products such as E3D, P&ID, System Platform, InTouch OMI, PI System, or CONNECT-based services.
• Strong troubleshooting skills for network, OS, and server-related issues.
• Excellent communication skills (written and verbal) with the ability to manage conflict constructively.
• Familiarity with alert monitoring tools (e.g., Sentinel) and issue tracking systems (preferably Service Cloud).
• Ability to handle customer calls and interactions professionally across time zones.
• Knowledge of IT service management practices and frameworks.
• Good understanding of Cloud technologies (AWS, Azure) and disaster recovery concepts.
• Strong organizational and time management skills with the ability to multitask under minimal supervision.
• Positive, proactive attitude with a commitment to continuous improvement.

Education

BE / B.Tech or equivalent in Computer Science, Information Technology, Engineering, or related field.

Key Working Relationships

• AVEVA Support teams (local and global)
• Regional management and service delivery managers
• Customers technical representatives using AVEVA engineering and operational systems
• Product development, testing, and implementation teams

Experience

3 to 5 years of relevant experience

Knowledge, Skills & Experience Required

• Hands-on experience with Cloud-based applications and related technologies.
• Experience supporting engineering, Monitoring control , operations, or asset management software, preferably within the AVEVA product ecosystem.
• Broad knowledge of IT client support including Operating Systems, TCP/IP, DNS, and web-based technologies.
• Strong understanding of PC configuration, VPN, and Firewall.