Technical Support Engineer

Innovyze Broomfield United States of America Client Services
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Company Description

Innovyze seeks a Technical Support Engineer, specifically with a background in water/wastewater systems modeling, to join our Engineering Technical Services (ETS) team preferably in our Broomfield, Colorado office. However, the ideal candidate may be able to be accommodated in our other offices.  The role involves supporting our customers from around the world in the use of our software products. The emphasis will be on supporting our water/wastewater network modelling products and asset management software.

Position

The selected candidate will be expected to support our customers in the use of our software products from initial installation through to everyday use. The role will require a good degree of knowledge of the Innovyze Water, Wastewater, and Asset Management products. The role may involve short term travel, for example conducting a 2-day training course at a client site. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

Key Responsibilities

Technical Support Engineers perform all or some of the following activities:

  • Assist with software implementation projects under the supervision of Client Services Manager
  • Provide GIS/engineering/modelling support, specialty modelling services, and training to our client base
  • Support customers with their software installations, configurations, updates and upgrades
  • Independently determine and develop approaches to solutions
  • Be actively involved in all Innovyze social media activities
  • Assist in development of product videos, users guides/manuals, help files, and marketing materials
  • Support a variety of software products and assumes multiple task responsibilities
  • Support preparation of proposals and presentations and maintaining positive, professional relationships with current and prospective clients
  • Consistently maintain client satisfaction that results in potential opportunities and excellent Company references
  • Interact professionally with clients, Client Service group members and Managers
  • Make presentations to clients and at professional and industry conferences as needed
  • Participate in tradeshows, user meetings, and booth exhibits as needed
  • Conduct software training courses both in Innovyze offices and at client sites
  • Some short-term travel may be required

Requirements

  • B.S. or M.S. in Civil, Environmental or Water Resources Engineering
  • Engineer in Training (EIT) or working towards highly desired
  • A minimum of 2 years of consulting or utility experience
  • Knowledge of hydraulic and asset performance modelling, Innovyze software, and ESRI GIS
  • Experience in writing and presenting technical documentation
  • Must work well in a team environment
  • Must be client oriented and able to prioritize and manage multiple tasks
  • Proactive in monitoring and resolving customer issues
  • Keen to learn and able to grasp new concepts quickly
  • Team player with a positive attitude and flexibility in an environment of tight deadlines, unexpected changes and interruptions
  • Self-motivated, able to take initiative and anticipate needs, learning to work independently and carry projects through to completion with moderate guidance/direction