Technical Support Engineer I

About the role

We are looking for a motivated Technical Support Engineer I to join AVEVA’s 24x7 Cloud Platform Support team in Hyderabad. The role focuses on delivering fast, high‑quality assistance for AVEVA’s cloud‑based engineering solutions, ensuring customers experience minimal disruption.

Key responsibilities

• Act as the first point of contact for global customers via phone, email and ticketing systems.
• Provide Level 1 and Level 2 support for AVEVA cloud applications, licensing, networking and hosting technologies.
• Troubleshoot and resolve issues across AVEVA products such as E3D, P&ID, Diagrams, Unified Engineering, System Platform, InTouch OMI, PI System, Asset Information Management and AVEVA NET.
• Monitor automated alerts, perform corrective actions and escalate incidents according to SLA procedures.
• Manage support queues, communicate status updates and ensure timely resolution.
• Collaborate with regional, global and product development teams for escalations, releases and known‑issue mitigation.
• Assist fulfillment teams with licensing activations, renewals and updates.
• Document procedures and create knowledge‑base articles to improve support efficiency.

Required profile

• Proven experience in a technical support environment, preferably serving a global customer base.
• Hands‑on exposure to industrial software or engineering applications, ideally AVEVA products.
• Strong troubleshooting skills for network, operating system and server‑related issues.
• Ability to work in a 24x7 shift schedule and communicate effectively with customers.

Required skills

• Cloud applications support
• Software licensing management
• Networking fundamentals
• Hosting technologies
• 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)
• AVEVA NET
• Ticketing system usage