Tech Support Engineer

Overview

Technical Support Engineer I for a 24x7 Cloud Platform Support team in Hyderabad, supporting customers with Level 1/Level 2 troubleshooting and incident handling for AVEVA cloud and engineering solutions.

What you'll do

• Handle technical support requests from global customers via phone, email, and ticketing systems.
• Resolve issues and assist users across cloud applications, licensing, networking, and hosting.
• Perform issue triage, root cause analysis, and provide resolution or escalation as needed.
• Monitor and respond to automated system alerts and take corrective actions or escalate per procedures.
• Manage support queues with timely resolution and proactive customer communication.
• Collaborate with regional/global teams and fulfillment teams for escalation and licensing activations, renewals, and updates.
• Document procedures and create knowledge base articles for AVEVA products and common customer issues.

What you'll need

• 3 to 5 years of relevant experience.
• Proven experience in a technical support environment, preferably global.
• Hands-on exposure to supporting industrial software or engineering applications, preferably AVEVA products.
• Troubleshooting skills for network, OS, and server-related issues.
• Familiarity with alert monitoring tools (e.g., Sentinel) and issue tracking systems (preferably Service Cloud).
• Knowledge of IT service management practices and frameworks.
• Understanding of cloud technologies (AWS, Azure) and disaster recovery concepts.

Details

• Location: Hyderabad, India.
• Hybrid working: on-site 50% of working hours (position confirms during hiring).