Technical Support Engineer I

AVEVA is creating software trusted by over 90% of leading industrial companies. Job Title: Technical Support Engineer I Location: Hyderabad Reports to: Technical Support Manager, Hyderabad Department: CS – Technical Support 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 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, 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. Commercial at AVEVA Our Commercial team, comprised of over 2,000 dedicated colleagues, is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales, support, success managers, and business operations, everyone shares a common goal: to deeply understand our customers' needs and deliver tailored solutions. If you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team. Find out more: https://www.aveva.com/en/about/careers/ 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 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. Find out more: aveva.com/en/about/careers/benefits/ Hybrid working We work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process. 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. Find out more: aveva.com/en/about/careers/hiring-process 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-report.aveva.com/ Find out more: aveva.com/en/about/careers/ 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.