Technical Support Senior Engineer – Pipeline Simulation

AVEVA is creating software trusted by over 90% of leading industrial companies.

$82,400.00 - $

This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Technical Support Senior Engineer – Pipeline Simulation

Houston (1st) / Owing Mills (2nd) / Lake Forest (3rd) / Philadelphia (3rd)

• Provide local and regional technical support for Pipeline Simulation products as part of a regional support center. This role troubleshoots complex software issues, reproduces problems customers are experiencing, investigates and proposes workarounds, and interfaces with Development to obtain solutions. This is a customer-facing role, responding to inquiries via telephone, email, and internet in a timely and friendly manner.
• Document support issues and product defects in tracking tools, ensuring all steps needed to replicate the problem are well documented.
• Provide quick turnaround to customers for issues reported, by priority.
• Provide excellent customer service to increase customer service satisfaction rating per the Customer First program.

• Coverage of and response to live inbound technical support cases
• Ability to handle the more complex and advanced cases and to provide support to junior level engineers
• Technical troubleshooting, analysis, and diagnosis of issues
• Issue replication / duplication
• Research into workarounds and solutions
• Documentation of activities and findings in a case tracking tool