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Generalist mid-level tech-support title in metro with 3–5 years experience increases applicant competition.
Requires AVEVA product and industrial software knowledge, so cross-industry transferability is limited.
Explicit 3–5 years requirement plus product-specific, cloud and networking skill mandates increase shortlisting strictness.
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Provide Level 1 and Level 2 technical support for AVEVA's cloud-based and engineering software products, resolving customer technical issues and managing support queues.
Monitor system alerts and incidents, performing troubleshooting, root cause analysis, escalation, and corrective actions within defined SLAs.
Collaborate with global teams, product development, and fulfillment for issue resolution, product release support, and knowledge base documentation.
3 to 5 years of relevant experience in technical support, preferably with AVEVA products or similar industrial software.
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent (BE/B.Tech or related).
Strong technical skills in Cloud Applications, Networking, Operating Systems, and IT client support technologies (TCP/IP, DNS, VPN, Firewall).
Experience with cloud platforms (AWS, Azure), alert monitoring tools, and IT service management practices.
Experienced working in a global, 24x7 technical support environment supporting cloud and industrial engineering software.
Capable of handling complex technical troubleshooting and collaborating across multiple teams including product development and global support.
Comfortable managing high-priority alerts, escalation processes, and customer communications in a timely and professional manner.