R&D Senior OTS & Cloud Support Engineer

Position: R&D Senior OTS & Cloud Support Engineer 

Previous experience: Has a background in Chemical, Mechanical, or Electrical Engineering; experience delivering engineering solutions and cloud-hosted solutions. 

Location: Madrid, Spain; Cambridge, United Kingdom – Hybrid (3 days at the office) 

Employment type: Full-time regular (flexible working options available) 

The job 

The R&D Senior OTS & Cloud Support Engineer position is in the R&D department. The focus of this role is technical support. You will assist 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&D team to understand the innerworkings of the software to provide effective support. In addition to support, you will also participate in developing as well as testing new features. 

This position will involve close collaboration with other developers, QA testers, product manager and end-users. It may also involve mentoring junior team members. 

As a senior member, you are expected to take ownership, be self-driven, and deliver high-quality support in a timely manner. 

Key responsibilities 

• Providing effective support to the customer/end-users in using our offerings 

• Promptly ascertaining details and reproducing reported issues 

• Solving the issue and working with the customer to realize a resolution 

• Capturing the solution within our database/FAQs 

• When needed, debugging the code, like a developer to understand the root cause  

• When a software fix is needed, logging work items and collaborating with the developers and QA to produce a fix 

• Testing the fixes before delivering them to the customer along with relevant release notes 

• Assisting with the specification, development and testing of new features in AVEVA Unified Learning 

• Writing and reviewing technical documents  

• Highlight and champion product as well as process improvements 

Ideal experience 

• Formal training with a degree in Chemical, Mechanical or Electrical Engineering 

• 5-10 years of experience delivering engineering solutions, preferably, operator training simulators 

• 2- 3 years of experience with cloud hosted solutions with demonstrated interest in developing further technical competency in cloud solutions 

• Clear and effective communicator with customers, technology teams, and senior leadership 

• Natural interest in analysing and debugging technical issues 

• Preferred: Good coding/scripting skills 

• Preferred: Prior experience with customer support 

Great skills to have 

• Desire to excel. 

• Motivated, self-driven individual who gets things done with minimal supervision. 

• Excellent logical, analytical, and creative problem-solving skills. 

• Excellent communication and collaboration skills. 

• Ability to prioritize and optimize work in an agile and time constrained environment.