{"id":40617,"url":"https://alion.io/job/aveva-tech-support-engineer","title":"Tech Support Engineer","company":{"id":3375,"name":"AVEVA","domain":"aveva.com","url":"https://alion.io/company/aveva","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":26,"ghost_share":0,"stale_share":0.538,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-08-05T00:00:00Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-10-20T17:56:07Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"description":"AVEVA is creating software trusted by over 90% of leading industrial companies.\nJob Title: Technical Support Engineer I\nLocation: Hyderabad\nReports to: Technical Support Manager, Hyderabad\nDepartment: CS - Technical Support\nJob Purpose\nWe are seeking a highly motivated Technical Support Engineer to join our 24x7 Cloud Platform Support team. This role is critical in delivering exceptional customer experience by providing timely and effective technical assistance. You will be responsible for resolving customer queries, troubleshooting technical issues, and ensuring smooth operation of AVEVA’s cloud-based and engineering solutions, including AVEVA CONNECT and CONNECT-based applications. Additionally, you will monitor system alerts, analyse incidents, and escalate, when necessary, all while adhering to defined SLAs and industry best practices.\nThe role will primarily serve as Level 1 / Level 2 support for a portfolio of AVEVA products used across industrial engineering, operations, and asset management domains.\nKey Responsibilities\nServe as the first point of contact for technical support requests from global customers via phone, email, and ticketing systems.\n\nProvide strong technical expertise in Cloud Applications, Licensing, Networking, and Hosting technologies, along with AVEVA industrial software solutions such as AVEVA E3D, AVEVA P&ID, AVEVA Diagrams, AVEVA Unified Engineering on CONNECT, AVEVA System Platform, InTouch OMI, AVEVA PI System, AVEVA Asset Information Management (AIM), and AVEVA NET.\n\nDeliver L1 and L2 technical support for the above AVEVA products, including user assistance, issue triage, root cause analysis, and resolution or escalation as required.\n\nMonitor and respond to automated alerts, performing corrective actions or escalating as per defined procedures.\n\nManage support queues, ensuring timely resolution and proactive communication with customers.\n\nCollaborate with regional and global teams for effective escalation and resolution of product- and platform-related issues.\n\nWork closely with fulfillment teams to address AVEVA licensing concerns, activations, renewals, and updates.\n\nPartner with product development teams on upcoming releases and known issues to ensure seamless implementation and customer readiness.\n\nDeliver support aligned with industry best practices and AVEVA support standards.\n\nDocument operational procedures and create knowledge base articles related to AVEVA products, cloud services, and common customer issues for continuous improvement.\n\nContribute to process optimization and service excellence initiatives within the support organization.\n\nFunctional Competencies\nProven experience in a technical support environment, preferably in a global setting.\n\nHands-on exposure to supporting industrial software or engineering applications, preferably AVEVA products such as E3D, P&ID, System Platform, InTouch OMI, PI System, or CONNECT-based services.\n\nStrong troubleshooting skills for network, OS, and server-related issues.\n\nExcellent communication skills (written and verbal) with the ability to manage conflict constructively.\n\nFamiliarity with alert monitoring tools (e.g., Sentinel) and issue tracking systems (preferably Service Cloud).\n\nAbility to handle customer calls and interactions professionally across time zones.\n\nKnowledge of IT service management practices and frameworks.\n\nGood understanding of Cloud technologies (AWS, Azure) and disaster recovery concepts.\n\nStrong organizational and time management skills with the ability to multitask under minimal supervision.\n\nPositive, proactive attitude with a commitment to continuous improvement.\n\nEducation\nBE / B.Tech or equivalent in Computer Science, Information Technology, Engineering, or related field.\nKey Working Relationships\nAVEVA Support teams (local and global)\n\nRegional management and service delivery managers\n\nCustomers’ technical representatives using AVEVA engineering and operational systems\n\nProduct development, testing, and implementation teams\n\nExperience\n3 to 5 years of relevant experience\nKnowledge, Skills & Experience Required\nHands-on experience with Cloud-based applications and related technologies.\n\nExperience supporting engineering, Monitoring control , operations, or asset management software, preferably within the AVEVA product ecosystem.\n\nBroad knowledge of IT client support including Operating Systems, TCP/IP, DNS, and web-based technologies.\n\nStrong understanding of PC configuration, VPN, and Firewall.\n\nCommercial at AVEVA\nOur 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.\nIf 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.\nFind out more: https://www.aveva.com/en/about/careers/\nIndia Benefits include:\nGratuity, Medical and accidental insurance, very attractive leave entitlement, emergency leave days, childcare support, maternity, paternity and adoption leaves, education assistance program, home office set up support (for hybrid roles), well-being support\nIt’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.\nFind out more: aveva.com/en/about/careers/benefits/\nHybrid working\nWe work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process.\nHiring process\nInterested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.\nFind out more: aveva.com/en/about/careers/hiring-process\nAbout AVEVA\nAVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. 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.\nWe are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/\nFind out more: aveva.com/en/about/careers/\nAVEVA requires all successful applicants to undergo and pass a drug screening and 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.\nAVEVA 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 your recruiter. 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