Tech Support Engineer

Key responsibilities

• Serve as a Technical Support Engineer/Analyst, providing support for all product technical issues.
• Perform triage, troubleshooting, testing, analysis, and diagnosis of product-related issues, including custom applications and integrations.
• Document all activities, findings, and resolutions thoroughly within the case management system.
• Provide effort estimates for anticipated work and customer requests.
• Deploy workarounds and hotfixes to mitigate product-related issues and maintain system availability.
• Implement fixes, enhancements, and workarounds for issues related to custom-developed code.
• Gather and document requirements for custom code changes and perform feasibility assessments.
• Ensure system and technical documentation remains accurate, complete, and up to date.
• Collaborate proactively with Support team members to promote best practices in troubleshooting, solution maintenance, and knowledge sharing.
• Partner with R&D, and Project delivery Services teams as needed to resolve complex customer issues.
• Participate in domestic and international travel, as required, for training, customer support, or support-related activities

Essential requirements

• 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.

Desired 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.
• Knowledge of Enterprise SCADA (OASyS) product is an asset

Commercial at AVEVA