Technical Support Engineer I

Aveva
Hyderabad
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Troubleshooting","Conflict management","Organizational skills","Continuous improvement"]

Provide Level 1/Level 2 technical support for AVEVA’s cloud platform and engineering applications, serving as first contact for global customer queries through phone, email, and tickets. Troubleshoot cloud, licensing, networking, and hosting issues, monitor alerts, manage support queues, and escalate incidents as needed. Collaborate with regional/global teams, fulfillment, and product development, and maintain documentation and knowledge base articles to improve support quality and customer readiness.

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FursaFursa
Aveva
Aveva
2 days ago

Technical Support Engineer I

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Job Summary

Provide Level 1/Level 2 technical support for AVEVA’s cloud platform and engineering applications, serving as first contact for global customer queries through phone, email, and tickets. Troubleshoot cloud, licensing, networking, and hosting issues, monitor alerts, manage support queues, and escalate incidents as needed. Collaborate with regional/global teams, fulfillment, and product development, and maintain documentation and knowledge base articles to improve support quality and customer readiness.
Location: Hyderabad
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as first point of contact for technical support requests from global customers via phone, email, and ticketing systems.
  • •Deliver L1/L2 support for AVEVA products, including user assistance, issue triage, root cause analysis, and resolution or escalation.
  • •Monitor and respond to automated alerts, taking corrective actions or escalating per defined procedures and SLAs.
  • •Manage support queues with timely resolution and proactive customer communication.
  • •Collaborate with regional/global teams, fulfillment, and product development to address platform and product issues and upcoming releases.

Pay and Benefits

Perks:PensionHealth InsurancePaid LeaveChildcareParental LeaveHome OfficeWellness Stipend

Key Requirements

  • •3 to 5 years of relevant experience in a technical support environment, preferably global.
  • •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 issues, plus knowledge of IT client support (Operating Systems, TCP/IP, DNS, web technologies).
  • •Familiarity with alert monitoring and issue tracking systems (e.g., Sentinel, Service Cloud), and good communication skills across time zones.
Experience:3-5 yearsIndustrial softwareEngineering applicationsAsset managementCloud platform supportIT service management
Education:Bachelor's
Skills:CommunicationTroubleshootingConflict managementOrganizational skillsContinuous improvement
Tech Stack:AWSAzureSentinelService CloudTCP/IPDNSVPNFirewallAVeva CONNECTCONNECT-based applicationsAVEVA E3DAVEVA P&IDAVEVA DiagramsAVEVA Unified EngineeringAVEVA System PlatformInTouch OMIAVEVA PI SystemAVEVA Asset Information Management (AIM)AVEVA NET

Company Brief

Aveva
Provides industrial software for engineering, design, and information management across industries including oil & gas, manufacturing, and utilities. Delivers solutions for digital transformation, asset performance, and operations optimization.
Industry: Industrial Automation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cambridge, United Kingdom
Founded: 1967
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn