Responsibilities
Overview
The Senior Support Engineer provides advanced technical software support to customers for SDx, SDx2, SmartPlant Foundation (SPF), and related applications, ensuring timely troubleshooting, root-cause analysis, and resolution.
Key Responsibilities
- Provide technical software support for SDx, SDx2, SmartPlant Foundation (SPF), and related applications.
- Own customer cases end-to-end: triage, troubleshooting, resolution, documentation, and follow-up.
- Communicate with customers regularly, set expectations, and provide clear status updates and action plans.
- Stay up to date with SmartPlant/SDx technologies and guide customers with best practices and correct resolution paths.
- Perform root-cause analysis for customer-reported issues and provide solutions/workarounds.
- Identify product defects, raise and track Azure DevOps (AzDO) bugs/work items with clear reproducible steps, logs, and impact.
- Validate fixes provided by Development and confirm resolution in customer environments where applicable.
- Perform log analysis, environment validation, configuration checks, and supportability assessments.
- Contribute to knowledge articles, known issues, and internal troubleshooting checklists.
- Participate in on-call/critical incident support as needed.
- Mentor junior engineers when required and support team objectives or Goals.
Education / Qualifications
Required Skills
- Strong logical, analytical, and problem-solving skills.
- Strong written and verbal communication, including customer-facing communication.
- Ability to work effectively both independently and in a team environment.
- Self-learning mindset, ability to pick up new modules/technologies quickly.
- Strong ownership mindset for escalations and customer-impacting incidents.
- Database skills: hands-on with Oracle and/or SQL Server.
- Strong SQL skills (queries, troubleshooting, performance investigation, basic administration concepts).
- Good knowledge of IIS (Internet Information Services) and application hosting fundamentals.
- Good knowledge of SSL/HTTPS configuration and certificates.
- Familiarity with authentication/authorization concepts and identity providers (e.g., Okta, SAML/OAuth/OIDC).
Optional Skills :
- Hands-on experience with SmartPlant Foundation and integrations with other SmartPlant Enterprise products.
- Understanding of SPF database/metadata architecture and common failure patterns.
- Knowledge of SaaS / cloud-hosted application support concepts (availability, monitoring, incident handling, deployments).
- Experience with case management tools (Salesforce) and defect tracking (AzDO).
- Ability to interpret logs/traces and tools like Fiddler/Browser DevTools/Postman.
About Octave
Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.
Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.
Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.
Why work for Octave?
All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.
Everyone is welcome
At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.