Tech Support Engineer - II (AVEVA ERM)

AVEVA is a global leader in industrial software. 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.

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The Customer Success Global Support team is responsible for resolving complex application and configuration related issues for ERM implementations that have been formally handed over to Global Customer Support from AVEVA Global Services and implementation teams, or directly from Sales.

In addition, ensure continual update of training guides. This requires to be done via close cooperation with our R&D team. The guides are used by other teams and customers, to drive the training for ERM, mainly at new customers, but also for awareness sessions for new versions of the software at existing customers.

Moreover, involves creating scope, estimate Success Accelerators for ERM and assist implementing those Success Accelerators to ensure operational environments are optimized and appropriately managed on a per-customer basis. An example is to describe a customer specific training, based on a request from a customer.

The Consultant would be expected to demonstrate strong practical knowledge of Enterprise Resource management systems, preferably AVEVA ERM, but knowledge of other systems is also fine.

In addition, they will work with Global Services colleagues as projects approach go live to ensure the project is ready for handover, reviewing support documentation and receiving advance training on the solution to complete knowledge transfer.

The role is primarily based in Hyderabad but may require occasional travel within the India region and beyond. Core hours are the India business day however, there is scope for flexibility within the team. On some occasions there will be some 24x7 call out for critical issues.

Principal Accountabilities:

Respond to support cases in line with customer and internal SLA requirements.

• Have and develop technical skills within your primary domain and into other AVEVA product areas to assist in the growth of the Global Customer Support team.

• Deliver excellent, professional, and knowledgeable services, both internally and to AVEVA's customers and prospects.

• Be able to work with members of product development, global services, customer success managers to develop solution positioning and client support.

• Provides industry specific consultancy, based upon related experiences to aid other members of the team to achieve successful product positioning.

• Working Relationships:

• To work with colleagues in the wider support teams, L1 24x7 Cloud Support Team, L2 Application and Product Support teams, Global Service and Test Teams to ensure support issues are thoroughly investigated and resolved with customer satisfaction in mind.

• Provide assistance, guidance and technical knowledge to others in the Global Customer Support organization, including Customer Success Managers and Technical Account Managers engaged with customer accounts.

• Develop good working relationships with customers at all levels of seniority and always provides the highest level of customer service and professionalism.

Ideal experience

From most to least important:

• Experience working with AVEVA ERM product or similar ERP software.

• 5-7 years of experience working in a Technical Software Services/Support role, operating in Enterprise Resource Management markets

• Experience and expertise with AVEVA software products or technologies - support experience, implementation experience.

• A minimum of 5 years of experience working within the EPC industry OR technical hands on experience in one or more relevant industry sectors: Oil & Gas, Marine & Offshore, Power, Chemicals, Mining & Minerals, Pulp & Paper, and in all the Job Dimensions and Accountabilities mentioned above.

• Hands on experience within several/all areas of the typical EPC's business process related to:

  • Management of Project Catalogues and Specifications

  • Project Engineering Material Control (From estimates to final quantities, Cost Control)

  • EPC Project - Procurement and Supply Chain (Procurement, Logistics)

  • EPC project - Construction management and control of materials on site

• Documentation and technical author experience, process writing, workflow definitions. Able to demonstrate capable customer-facing documentation output.

• Strong customer service skills

• Good problem-solving skills

• Operates effectively as a member of a dynamic team, often working across multiple countries and time zones.

• The ability to manage and handle multiple and possibly competing commitments simultaneously.

• You can demonstrate ability to stay focused on issues even when the working environment is hectic.

• Good verbal and written communication skills in English. Demonstrates sound presentation skills, creates concise and clear documentation.

• Invests in own self-study related to the industry, software modules and supporting technologies.

Great skills to have

• Organization: The pace at AVEVA can be exciting and fast, so whilst you will need excellent time management and effective prioritisation, we will do all we can to support a balanced portfolio of work, and your wellbeing.

• Customer focus: You'll be working directly with our customers. Being able to listen to them and understand their requests, and then address them in a proactive and consultative manner, will be part of your day-to-day.

• Problem-solving: You'll need to enjoy getting stuck into problems. Troubleshooting and solving challenging problems is a big part of this role.

• Technical: Some knowledge of Oracle database, sql query language, LUA, Microsoft IIS, C#

AVEVA requires all successful applicants to undergo and pass a 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.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.