Tech Support Engineer
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What you'll do
- 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
What they're looking for
- 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.
Nice to have
- 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.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.
If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.
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Technical Support Engineer - Calgary, Alberta, Canada
Full Time- Hybrid (2-3 days onsite) (9:00 am - 6:00 pm Shift)
This is an entry-level position intended for individuals with some experience triaging, reproducing, and resolving complex application issues related to products, product configurations, and custom code developed and delivered to customers.
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
If you are in ETAP or RIB, please delete the below and this line
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/
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.
Company
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