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Tech Support Engineer
AVEVA
Hyderabad, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Technical supportL1/L2 supportCloud applicationsAVEVA CONNECTAVEVA industrial softwareNetwork troubleshooting
Free
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Technical supportL1/L2 supportCloud applications
Role Overview
Provide technical support within AVEVA's 24x7 Cloud Platform Support team.
Resolve customer queries, troubleshoot technical issues, monitor alerts, analyze incidents, and escalate when necessary while following SLAs.
Provide primarily L1 and L2 support for AVEVA products used in industrial engineering, operations, and asset management.
Key Skills for This Role
Technical supportL1/L2 supportCloud applicationsAVEVA CONNECTAVEVA industrial softwareNetwork troubleshooting
Full Job Posting
Job Purpose
Provide technical support within AVEVA's 24x7 Cloud Platform Support team.
Resolve customer queries, troubleshoot technical issues, monitor alerts, analyze incidents, and escalate when necessary while following SLAs.
Provide primarily L1 and L2 support for AVEVA products used in industrial engineering, operations, and asset management.
Key Responsibilities
- Serve as the first contact for global customers through phone, email, and ticketing systems.
- Provide L1 and L2 support for AVEVA CONNECT, cloud applications, licensing, networking, hosting, and industrial software solutions.
- Perform user assistance, issue triage, root cause analysis, resolution, and escalation as required.
- Monitor automated alerts and complete corrective actions or escalations under defined procedures.
- Manage support queues, communicate proactively with customers, and collaborate with global teams.
- Address licensing activations, renewals, and updates with fulfillment teams.
- Work with product development teams on releases, known issues, implementation, and customer readiness.
- Document procedures and create knowledge base articles for AVEVA products, cloud services, and common issues.
- Contribute to process optimization and service excellence initiatives.
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