Technical Support Engineer

Location: Prakāshamnagar

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

JOB DESCRIPTION

Job Title:

Technical Support Engineer I

Location:

Hyderabad

Reports to:

Technical Support Manager, Hyderabad
Department:  CS - Technical Support
About The Company
AVEVA is an innovative and trusted provider of software and services that improve productivity and profitability for production, manufacturing and infrastructure industries. Our software solutions allow customers to deliver sustainable performance with flexibility and agility to address evolving market requirements.
At AVEVA Software, we believe in the amazing potential for innovative software to deliver sustainable performance, with flexibility and agility to address evolving market requirements.

We are relentless in our pursuit of new and innovative software solutions to solve the biggest and most complex problems facing industrial companies around the world.

Everything we do is about helping our clients enhance their productivity, improve accuracy, save time, cut waste, speed up processes, improve safety and boost sustainable performance.

We are the only software provider to address the full range of challenges and opportunities across the Asset Lifecycle.

Job Purpose
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 solutions. Additionally, you will monitor system alerts, analyse incidents, and escalate, when necessary, all while adhering to defined SLAs and industry best practices.

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.

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 teams for effective escalation and resolution of product-related issues.

Work closely with fulfillment teams to address licensing concerns and updates.

Partner with development teams on upcoming releases to ensure seamless implementation.

Deliver support aligned with industry best practices.

Document operational procedures and create knowledge base articles for continuous improvement.

Contribute to process optimization and service excellence initiatives.

Functional Competencies
Proven experience in a technical support environment, preferably in a global setting.

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, or related field.

Key Working Relationships
AVEVA Support teams (local and global)

Regional management and service delivery managers

Customers' technical representatives

Product development, testing, and implementation teams

Experience : 3 to 5 years
Knowledge, Skills & Experience Required
Hands-on experience with Cloud-based applications and related technologies.

Broad knowledge of IT client support including Operating Systems, TCP/IP, DNS, and web-based technologies.

Strong understanding of PC configuration, VPN, and Firewall.

Why Join Us
Global Impact:  Work with a world-leading software company that drives digital transformation across industries.

Cutting-Edge Technology:  Gain hands-on experience with cloud platforms, networking, and advanced industrial software solutions.

Continuous Learning:  Access to training programs, certifications, and opportunities to grow your technical expertise.

Collaborative Culture:  Be part of a diverse, inclusive, and supportive team that values innovation and teamwork.

Work-Life Balance:  A positive work environment that respects your well-being.

India Benefits include:
Gratuity, Medical and accidental insurance, very attractive leave entitlement, emergency leave days, childcare support, maternity, paternity and adoption leaves, education assistance program, home office set up support (for hybrid roles), well-being support
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