.Tech Support Principal EngineerLocations: Mexico City, MexicoTime Type: Full timePosted on: Posted 17 Days AgoJob Requisition ID: R009605AVEVA 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!About the RoleThe overall job of a technical support engineer is to ensure that on a day-to-day basis, AVEVA Software Premium and Elite customers are receiving quality, world-class technical support. This position responds to inquiries from these customers via telephone or in written internet-based email or chat sessions and is responsible for driving to resolve customer concerns raised during installation, startups, commissioning, operation, maintenance or product application or compatibility matters.This position will troubleshoot problems with software applications and recommend corrective action. You will be required to document customer information and recurring technical issues to support product quality programs and product development. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Employees at the senior levels also address highly complex technical issues that need to be escalated.Key RelationshipsThe primary customers are those large Premium and Elite subscribers which use former Wonderware brand. In addition, the Technical Support Senior Engineer will engage with Systems Integrators and Distributors as well as AVEVA R&D and AVEVA Product Managers.ResponsibilitiesThe successful candidate is responsible for covering a phone queue during the normal business hours, 8:00 AM - 5:00 PM Pacific Time.Reproducing customer issues along with documentation of issues and resolutions in CRM systems.Opportunity to participate in the annual events, such as AVEVA World, including technical presentations, product demo and event run/setup/teardown.Serve as a technical lead to less-experienced Technical Support staff.Knowledge transfer activities such as writing tech notes, knowledge objects and articles in addition to delivering web meeting sessions, and similar.Position requires a small amount of international and domestic travel.Skills & QualificationsDegree in a technical field such as Computer Science, Computer Engineering, Electrical/Electronic Engineering