R&D Senior OTS & Cloud Support Engineer

<p><b>AVEVA is a global leader in industrial software. 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.</b></p><p></p><p><b>We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.</b></p><p></p><p><b>If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at <a href="https://www.aveva.com/en/about/careers/" rel="noopener noreferrer" target="_blank">AVEVA Careers</a>.</b></p><p></p><p><b><span><span><span>For more information about our privacy policy and how to manage cookies, visit our </span></span></span></b><b><a href="https://www.aveva.com/content/dam/aveva/documents/recruitment/AVEVA-Recruitment-Candidate-Fair-Processing-Notice-2024.pdf" rel="noopener noreferrer" target="_blank">Privacy Policy</a></b><b><span><span><span>.</span></span></span></b></p><p></p><p></p><p><b><span>Position</span><span>:</span></b><span><span> </span><span>R&amp;D Senior OTS &amp; Cloud Support Engineer</span></span><span> </span></p><p><b><span>Previous</span><span> </span><span>experience</span><span>: </span></b><span><span>Has a background in Chemical, Mechanical, or Electrical Engineering; experience delivering engineering solutions and cloud-hosted solutions.</span></span><span> </span></p><p><b><span>Location:</span><span> </span></b><span><span>Madrid, Spain</span><span>;</span><span> </span><span>Cambridge, United Kingdom – Hybrid (3 days at the office)</span></span><span> </span></p><p><b><span>Employment type</span><span>:</span></b><span><span> Full-time regular</span><span> (flexible working options available)</span></span><span> </span></p><p><span> </span></p><p><b><span>The</span><span> job</span></b><span> </span></p><p><span><span>The R&amp;D Senior OTS &amp; Cloud Support Engineer position is in the R&amp;D department. The focus of this role is technical support. You will assist</span><span> and mentor our customers in the use of our cloud hosted operator training solutions. You will work as part of a larger development team. You will work closely with the R&amp;D team to understand the innerworkings of the software to provide effective support. In addition to support, you will also </span><span>participate in developing as well as testing new features.</span> </span></p><p><span> </span></p><p><span><span>This position will involve close collaboration with other developers, QA testers, product manager and end-users. It may also involve mentoring junior team members.</span></span><span> </span></p><p><span> </span></p><p><span><span>As a senior member, you are expected to take ownership, be self-driven, and deliver high-quality support </span><span>in a timely manner</span><span>.</span></span><span> </span></p><p><span> </span></p><p><b><span>Key r</span><span>esponsibilities</span></b><span> </span></p><ul><li><p><span><span>Providing effective support to the customer/end-users in using our offerings</span></span><span> </span></p></li></ul><ul><li><p><span><span>Promptly </span><span>ascertaining</span><span> details and reproducing reported issues</span></span><span> </span></p></li></ul><ul><li><p><span><span>Solving the issue and working with the customer to realize a resolution</span></span><span> </span></p></li></ul><ul><li><p><span><span>Capturing the solution within our database/FAQs</span></span><span> </span></p></li></ul><ul><li><p><span><span>When needed, debugging the code, like a developer to understand the root cause </span></span><span> </span></p></li></ul><ul><li><p><span><span>When a software fix is needed, logging work items and collaborating with the developers and QA to produce a fix</span></span><span> </span></p></li></ul><ul><li><p><span><span>Testing the fixes before delivering them to the customer along with relevant release notes</span></span><span> </span></p></li></ul><ul><li><p><span><span>Assisting</span><span> with the specification, </span><span>development</span><span> and testing of new features in AVEVA Unified Learning</span></span><span> </span></p></li></ul><ul><li><p><span><span>Writing and reviewing technical documents </span></span><span> </span></p></li></ul><ul><li><p><span><span>Highlight and </span><span>champion</span><span> product as well as process improvements</span></span><span> </span></p></li></ul><p><span> </span></p><p><b><span>Ideal</span><span> experience</span></b><span> </span></p><ul><li><p><span><span>Formal training with a degree in Chemical, Mechanical or Electrical Engineering</span></span><span> </span></p></li></ul><ul><li><p><span><span>5-10 years of experience deli