Tech Support Engineer

Job Overview

Join AVEVA, a global leader in industrial software, as a Tech Support Engineer. Our cutting-edge solutions power thousands of enterprises worldwide, delivering the essentials of life — energy, infrastructure, chemicals, and minerals. This role is based in Egypt and offers the opportunity to work with industry-leading technology in a dynamic, international environment.

Key Responsibilities

• Provide advanced technical support for AVEVA's industrial software portfolio, including troubleshooting, diagnosis, and resolution of complex customer issues.
• Collaborate with cross-functional teams — development, QA, and product management — to escalate and resolve critical defects.
• Create and maintain knowledge base articles, technical documentation, and best-practice guides for internal and external use.
• Reproduce customer-reported issues in lab environments to identify root causes and validate fixes.
• Deliver timely responses to support tickets, ensuring SLA compliance and high customer satisfaction.
• Participate in on-call rotations and major incident management as required.
• Contribute to continuous improvement initiatives, including automation of support workflows and tooling enhancements.

Required Technical Skills

• Strong proficiency in Windows Server and Linux operating systems.
• Hands-on experience with SQL Server, PostgreSQL, or other relational databases.
• Solid understanding of networking concepts (TCP/IP, DNS, firewalls, VPNs, load balancing).
• Familiarity with industrial automation protocols (OPC UA, Modbus, MQTT, historian systems) is a plus.
• Experience with containerization (Docker, Kubernetes) and cloud platforms (Azure, AWS) preferred.
• Scripting ability in PowerShell, Python, or Bash for log analysis and automation.
• Knowledge of AVEVA products (System Platform, Historian, Operations Hub, PI System) is highly desirable.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 3+ years of experience in technical support, systems administration, or application support — preferably in industrial software, SCADA, or MES environments.
• Proven track record of resolving escalated technical issues in enterprise or mission-critical systems.
• ITIL Foundation certification or equivalent service management knowledge is an advantage.

Soft Skills & Competencies

• Excellent analytical and problem-solving abilities with a methodical approach.
• Strong written and verbal communication skills in English; Arabic fluency required for local collaboration.
• Customer-centric mindset with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced, global team.
• High attention to detail and commitment to documentation quality.

Why Join AVEVA?

Be part of a company that drives digital transformation across the world's most critical industries. AVEVA offers a culture of innovation, continuous learning, and global impact — where your expertise directly contributes to safer, more efficient, and sustainable operations.