Main Responsibilities:
Provide expert-level technical support for automation systems and AVEVA software solutions, including System Platform, InTouch, Historian, and related applications. Perform advanced troubleshooting, problem analysis, and root cause identification for complex technical issues. Work closely with customers to understand their business requirements and technical challenges. Provide technical guidance on system upgrades, migrations, and enhancements. Mentor junior support engineers, providing guidance on complex technical issues and resolution approaches. Share technical expertise and best practices with team members to build overall team capability. Escalate complex technical issues to appropriate internal teams or AVEVA vendor support when necessary. Coordinate with Account Delivery Manager on project-related technical matters and customer concerns. Monitor and manage assigned support cases to ensure timely resolution and SLA compliance. Ensure customer satisfaction through proactive communication and follow-up. Identify trends in support cases and escalate systemic issues appropriately. Conduct quality assurance reviews before deploying changes to customer environments. Validate system functionality following upgrades or modifications. Contribute to the development of test plans and test cases for AVEVA solutions.
Qualifications:B. S. Computer Engineering, or any related field. 5+ years of experience as a Technical Engineer or equivalent. Proficiency in AVEVA System platform, InTouch, Historian, and database applications. Strong hands-on experience in AVEVA System Platform (SCADA), industrial automation systems, and customer support activities. Knowledge of programming languages like SQL, scripting, and PLC programming is beneficial. Must have worked in a large-scale System Platform implementation. Excellent communication, collaboration, and problem-solving skills Ability to manage multiple projects and clients effectively. Deep technical knowledge of AVEVA software and automation systems Advanced troubleshooting and diagnostic skills Analytical mindset with ability to identify root causes quickly Systematic approach to problem resolution Ability to work with complex technical architectures and integrations. Arabic speaker Available and experience in Dubai
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