Senior Product Support Engineer

AVEVA is creating software trusted by over 90% of leading industrial companies.

Job Title :  Senior Product Support Engineer

Location :  Tokyo, Japan

Employment Type : Full time

The job

As a Senior Product Support Engineer of the Customer Support team in Tokyo, Japan, your mission is to serve our broad customer base, including Fortune 100 companies, with best-in-industry quality and speed to achieve their business outcomes. You will investigate deep technical issues while communicating with clarity and care. You will collect information and provide insight to Engineering and Sales to improve our products and help deliver more value to the customer. Most importantly, you will work in a fast-paced, team-centric environment with strong comradery, even across time zones.

Key responsibilities

Enable our customers’ success to manage their operations by supporting them remotely through phone, email, web channels or on-site to best serve their environment while solving a variety of complex technical challenges

Communicate with our customers to understand how they utilize our software to solve their business challenges, and collaborate with different departments to deliver and improve our customers’ experience with our company and products

Complete our New Hire Orientation and a thorough training program where will you learn about our products, customers and company culture via classroom training, customer interactions, visiting operating facilities, shadowing, and hands on experience helping customers get value from their PI systems

Teach our customers how to use our software as an instructor for public classes, or assist in the development of your peers as an internal instructor or job trainer

Grow your technical skillset by developing a solid foundation in the PI system, related software and industry technologies

Track and reproduce product issues in an effort to determine root cause

Essential requirements

Bachelor's Degree, Master's Degree or PhD

Engineering, Math, Computer Science, Natural Sciences or related field

3-5 years of previous technical support experience in a software environment

Self-motivated individuals with a customer mindset and desire to help people

Enthusiasm for technical problem solving, with attention to detail and strong communication skills

Ability to learn and research in a dynamic and engaging environment

Additional language skills a plus, specifically Chinese, Spanish, Portuguese or French

Japan Benefits include :

Flex working hour system, starting from total 22 days annual leaves, parental leave, additional leaves, Relo Club employee benefits, well-being support, life insurance, pension, company’s gift, education support.

It’s possible we’re hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.

Find out more : aveva.com / en / about / careers / benefits /

Hybrid working

By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.

Hiring process

Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.

Find out more : aveva.com / en / about / careers / hiring-process

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably.

We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets : sustainability-report.aveva.com /

Find out more : aveva.com / en / about / careers /