- 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
- Maintain product knowledge and proficiency
- Knowledge transfer via technical documentation such as Tech Notes, WebEx's, Articles, White Papers, Knowledge Objects
- Position will involve performing customer training
- While junior engineers will handle Introductory courses, this level will require teaching Intermediate and Custom level courses
- Training junior engineers to get to the next technical level
- Position will require some travel to receive or to provide training, to visit a customer site for troubleshooting purposes or to attend meetings/conferences
- Staffing and presenting technical papers at conferences and events and being the face of technical support to our customers
- BS degree in Chemical Engineering or higher
- 15+ years process engineering experience
- Process simulation and/or optimization experience required
- Applies knowledge of engineering principles across a broad range of simulation products.
- Attains results, although assistance of more senior will sometimes be needed.
- Customer service experience
- Instruction/training experience.
- Process simulation experience with Simsci products
- Excellent English language verbal and written communication skills. Other languages a plus.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to present information effectively and respond to questions from groups of managers, clients and customers.
- Ability and willingness to travel 5%-15% of the time, if required.
- PC literate with thorough knowledge of Word, Excel and PowerPoint.
- Ability to present and communicate technical issues to customers.
- Ability to avoid customer confrontation and problems in difficult situations.
- Works well under the pressure of multiple demands.
- Ability to interface and communicate with persons of many different personalities and cultures.
- Good prioritization and goal setting skills.
- Requires little to no supervision after initial training period. Demonstrates natural leadership abilities.
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. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify AVEVA at
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.