Tech Support Principal Engineer

Salary Range: $82,400.00 - $170,400.00. This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.

Location: USA - Houston, TX / Lake Forest, CA / Philadelphia, PA. Employment Type: Full Time.

About the role

AVEVA Unified Supply Chain has an established reputation for providing the best tools in the sector: software which is easy-to-use, powerful, fast, and robust. Our clients rely on our tools to make a wide range of business decisions and depend on us to provide application support and training to help them get maximum value from our software.

As a Tech Support Principal Engineer, you will work as part of the Global Technical Support team, which is responsible for all aspects of supporting our products. The Technical Support Team provides constructive, added-value advice that guides users to the information they want, helps them make sense of their data, and educates them in making the best use of the tools.

Responsibilities

• Responding to all queries from customers – these can range from straightforward requests on usage of the tools to in-depth investigations of complex modelling problems.
• Working with a broad range of customer end-users, including technical experts, to understand business workflows, solve problems, and provide detailed technical advice.
• Training, including development of training material and running training courses.
• Tracking and prioritising the status of customer queries, ensuring that they are dealt with in a timely manner.
• Coordinating investigation of customer issues across multiple teams.
• Working closely with Sales, R&D, Services, and Project Management teams to ensure that customer queries are addressed in the most efficient way.

Requirements

• 10+ years of industry knowledge from the Oil & Gas sector (Refinery Economics).
• Strong numerical background, ideally with a degree (or Ph.D) in mathematics, engineering, or physical sciences.
• Analysis of technical requirements, solving detailed technical problems, and providing solutions.
• An ability to communicate detailed technical topics to a varied audience.
• Experience of presenting to clients and to an audience.
• Keen to learn and gain in-depth understanding of technical issues.
• Competent user of Microsoft Word, Excel, and PowerPoint.

Skills

• Experience of Economic Planning within the Oil & Gas value chain optimization.
• Software development experience.
• Understanding of databases, networks, and software architecture.

Benefits

• Flexible work hours.
• 20 days PTO rising to 25 with service.
• Three paid volunteering days.
• Primary and secondary parental leave.
• Well-being support.
• Medical, dental, and vision coverage.
• 401K retirement plan.

Schedule

We 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.