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.
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.
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 AVEVA Careers.
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Job Title: Customer Response Expert
Location: Beijing
Employment Type: Full-time
客户需求响应技术专家
作为研发团队的对外接口，负责接收、分析并协调客户反馈的需求与技术问题
主导客户问题的分级、分类与优先级评估，确保关键问题得到及时响应与闭环
深入理解HMI/SCADA产品功能与技术架构，能够快速定位问题归属并协调内部资源推动解决
与Presales、Customer Support团队紧密协作，确保客户声音准确传达至研发团队
建立并维护客户反馈跟踪机制（如Feedback Tracker、Issue Board），确保问题处理透明可追溯
定期汇总客户反馈趋势，输出分析报告，为产品迭代与技术改进提供数据支撑
参与客户沟通（必要时直接对接客户），代表研发团队提供技术解释与解决方案建议
协调跨职能团队（开发、测试、架构、产品）高效协作，缩短问题解决周期
任职要求
本科及以上学历，自动化、计算机或相关专业
具备代码开发能力，熟悉 Linux 系统，掌握 C++、JS 开发语言
具备较强的问题分析与根因定位能力，能够在客户描述中提炼关键技术信息
具备优秀的跨团队沟通与协调能力，能够高效推动多方协作
具备项目管理或问题管理经验，熟悉Issue Tracking工具（如Jira、Azure DevOps等）
有客户对接经验，能够以专业且耐心的方式与客户沟通技术问题
具备良好的文档撰写与总结能力，能够输出清晰的问题报告与分析文档
具备基本英语听说读写能力（可阅读技术文档及与海外团队/客户沟通）
加分项
对HMI/SCADA系统有良好的理解，熟悉产品功能与典型工程应用场景
有技术支持、售后工程师或解决方案工程师相关工作经验
熟悉工业自动化行业客户需求（如能源、电力、制造等）
有DevOps或CI/CD流程理解，能够评估问题修复的发布节奏
熟悉OPC UA、MQTT等工业通信协议，能更深入理解客户现场问题
有Presales或Customer Success相关经验者优先
The job
The Customer Response Expert serves as the primary interface between customers and the R&D organization, leading the intake, prioritization, tracking, and resolution of customer requirements and technical issues. Working closely with Presales, Customer Support, Product Management, Development, QA, and Architecture teams, this role ensures customer feedback is translated into actionable improvements, helping enhance product quality, customer satisfaction, and business success.
Key responsibilities
- Act as the primary R&D contact for customer feedback, requirements, and technical issues, ensuring timely analysis and resolution.
- Lead issue triage, classification, and prioritization to ensure critical customer concerns are addressed effectively.
- Coordinate cross-functional teams, including Development, QA, Architecture, and Product Management, to drive problem resolution and shorten response times.
- Maintain customer feedback tracking mechanisms and issue management processes to ensure transparency and traceability.
- Analyze customer feedback trends and provide insights that support product enhancements and technology improvements.
Essential requirements
Bachelor’s degree or above in Automation, Computer Science, Engineering, or a related discipline. Solid coding capabilities, hands‑on experience with Linux systems, proficient in C++ and JavaScript development
Strong analytical and troubleshooting skills, with the ability to identify root causes from customer-reported issues.
Proven experience working with issue tracking or project management tools such as Jira or Azure DevOps.
Effective written and verbal communication skills in English, with the ability to collaborate with global teams and customers.
Desired skills and competencies
Solid understanding of HMI/SCADA systems, including product functionality and typical industrial application scenarios.
Customer-focused mindset with experience in technical support, customer success, presales, or solution engineering roles.
Strong collaboration and stakeholder management skills, with the ability to build trust and drive alignment across teams.
Curiosity and continuous learning mindset, with knowledge of industrial automation technologies and customer use cases in industries such as Energy, Power, or Manufacturing.
Familiarity with DevOps/CI/CD practices.
R&D at AVEVA
Our global team of 2000+ developers work on an incredibly diverse portfolio of over 75 industrial automation and engineering products, which cover everything from data management to 3D design. AI and cloud are at the centre of our strategy, and we have over 150 patents to our name.
Our track record of innovation is no fluke – it’s the result of a structured and deliberate focus on learning, collaboration and inclusivity. If you want to build applications that solve big problems, join us.
Find out more: aveva.com/en/about/careers/r-and-d-careers/
AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.
Skills Required
- Bachelor's degree in Automation, Computer Science, Engineering, or related discipline
- Solid understanding of HMI/SCADA systems and industrial application scenarios
- Strong analytical and troubleshooting skills, including root cause analysis from customer-reported issues
- Proven experience with issue tracking or project management tools such as Jira or Azure DevOps
- Effective written and verbal communication skills in English for collaboration with global teams and customers
AVEVA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AVEVA and has not been reviewed or approved by AVEVA.
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Leave & Time Off Breadth — Time away from work is positioned as a meaningful part of the rewards mix, including paid time off that can increase with tenure and additional paid volunteering days. This breadth is reinforced by mentions of public holidays and emergency leave as part of the overall time-off offering.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears broad and multi-channel, combining counseling access, coaching resources, and region-specific digital wellbeing tools. Flexible work hours and a hybrid model are also presented as lifestyle-supporting elements within the broader rewards package.
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Career-Linked Recognition & Rewards — Recognition is tied to tenure milestones through a formal program that provides rewards and symbolic recognition. Development-linked rewards also appear through learning access, mentorship, and education reimbursement that connects benefits to skill growth.
AVEVA Insights
What We Do
AVEVA is a global leader in industrial software, sparking ingenuity to drive responsible use of the world’s resources. The company’s secure industrial cloud platform and applications enable businesses to harness the power of their information and improve collaboration with customers, suppliers and partners. Over 20,000 enterprises in over 100 countries rely on AVEVA to help them deliver life’s essentials: safe and reliable energy, food, medicines, infrastructure and more. By connecting people with trusted information and AI-enriched insights, AVEVA enables teams to engineer efficiently and optimize operations, driving growth and sustainability. Named as one of the world’s most innovative companies, AVEVA supports customers with open solutions and the expertise of more than 6,400 employees, 5,000 partners and 5,700 certified developers. With operations around the globe, AVEVA is headquartered in Cambridge, UK. Learn more at www.aveva.com
