Technical Support Engineer I

Overview

Technical Support Engineer I for AVEVA’s 24x7 Cloud Platform Support team, providing Level 1/Level 2 support for AVEVA cloud and engineering solutions and ensuring timely issue resolution aligned to SLAs.

What you'll do

• Serve as the first point of contact for technical support requests from global customers via phone, email, and tickets.
• Resolve customer issues by troubleshooting cloud, licensing, networking, and hosting-related problems.
• Deliver Level 1 and Level 2 support, including user assistance, issue triage, root cause analysis, and escalation when needed.
• Monitor and respond to automated alerts by taking corrective actions or escalating per procedures.
• Manage support queues to ensure timely resolution and proactive customer communication.
• Collaborate with regional/global teams to escalate and resolve platform and product issues.
• Create operational documentation and knowledge base articles for continuous improvement.

What you'll need

• 3 to 5 years of relevant experience.
• Hands-on experience supporting cloud-based applications and related technologies.
• Experience supporting engineering, operations, or asset management software, preferably within the AVEVA product ecosystem.
• Strong troubleshooting skills for network, OS, and server-related issues.
• Familiarity with alert monitoring tools (e.g., Sentinel) and issue tracking systems (preferably Service Cloud).
• Good understanding of Cloud technologies (AWS, Azure) and disaster recovery concepts.
• BE/B.Tech or equivalent in Computer Science, IT, Engineering, or related fields.

Details

• Location: Hyderabad.
• Reports to: Technical Support Manager, Hyderabad.
• Department: CS – Technical Support.
• Team supports a portfolio of AVEVA products including AVEVA CONNECT and CONNECT-based applications, and products such as AVEVA E3D, AVEVA P&ID, and AVEVA PI System.