Senior Customer Experience Engineer-PI

About This Role

Main Responsibilities:

• Provide expert-level technical support for Automation and OSI PI software, including troubleshooting, problem analysis, and resolution.
• Perform advanced troubleshooting, problem analysis, and root cause identification for complex technical issues.
• Develop and deliver technical training to customers and internal teams on OSI PI software and automation systems
• 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 OSI PI, AVEVA System platform, InTouch, Historian, and database applications.
• 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.

Work Location: In person