Tech Support Engineer

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. For more information about our privacy policy and how to manage cookies, visit our Privacy Policy. Job Title: Tech Support Engineer Location: Al Khobar Employment Type: Full-time regular   The job   In this role you have the opportunity to make a significant impact for our broad customer base, including Fortune 100 companies, each and every day, while simultaneously building upon your existing skill-sets. The role will allow you to develop a variety of skills that will contribute to your entire career while working with a team of talented people who help our dynamic range of customers   Key responsibilities  Enable our customers’ success to manage their operations by supporting them remotely through phone, email, web channels or on-site to best serve their environment while solving a variety of complex technical challenges. Communicate with our customers to understand how they utilize our software to solve their business challenges and collaborate with different AVEVA departments to deliver and improve our customers’ experience with our company and products. Provide Delivery service jobs on-site and remote. Author, maintain, and approve Knowledge-base articles for technical limitations and best practices. Collaborate with others to help improve product documentation and address gaps and deficiencies. Provide feedback to newer Engineers on cases you assist on  Provide technical expertise for external events (UC booths, labs, webinars, etc.)  Train new team members on taking phone and email cases. Teach internal and external classes. Mentor newer team members. Focus on a group of products and/or another area that is critical to the success of the organization. Reproduce product issues in an effort to determine root cause. Analyze support cases for defect patterns for area of specialization. Stay up-to-date with PI System roadmap Understand PI System positioning within AVEVA Portfolio Become familiar with high-availability hosting solutions for enterprise applications, including load balancing, clustering, and failover Maintain a positive, problem-solving mindset with patience and composure under pressure Become comfortable navigating ambiguity Develop natural willingness to always go the extra mile   Essential requirements  Bachelor's Degree, Master's Degree or PhD in Engineering related field 3+ years of work experience preferred English + Arabic Speaker ( French/Turkish or any other language knowledge is a plus)    Desired skills  Self-motivated individuals with a customer mindset and desire to help people Enthusiasm for technical problem solving, with attention to detail and strong communication skills Ability to learn and research in a dynamic and engaging environment Third-party technology knowledge   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.