SCADA Support Engineer
AVEVA · Mexico City
ETAP empowers customers to make informed decisions throughout the life cycle of their projects with innovative software solutions for electrical systems. By applying ETAP solutions, customers experience continuous intelligence during design and engineering and into operations and maintenance using a unified electrical digital twin platform. ETAP supports customers in their digital transformation and sustainable energy transitions for a green and smart future, helping them to prioritize safety, maximize reliability, and stay resilient.
Our employees' passion for excellence, innovation, and customer satisfaction is our most-prized resource. If you share that passion — and want to be part of a company that leads the energy transition towards a cleaner and more resilient world for future generations — we invite you to join us!
ETAP is committed to creating a diverse work environment and is proud to be an Equal Opportunity Employer.
Job Title: SCADA Support Engineer
Location: Mexico City (CDMX)
Job Type: Full-time
We are looking for a SCADA Support Engineer who knows what a control system looks like from the inside — its services, its drivers, its databases and its tag mappings — and can work out why a deployed one is misbehaving. This role is the diagnostic layer of our Global Support group: when a customer issue cannot be resolved through first-line troubleshooting, you rebuild that customer's environment in our lab, reproduce the fault, and isolate the cause before it ever reaches ETAP Product Development.
Most of your time goes into the diagnosis, not the plumbing. You will keep a virtual lab that lets you stand up a clean ETAP Real-Time environment on demand — but the lab is the tool, not the job. What we are hiring is the instinct to read an event log, follow a failing service back to a configuration file, query a database that is not returning what it should, and then write down what you found so the next engineer does not have to repeat the work.
This position sits between Level 1 and Level 2 in our global support escalation path. Deep ETAP platform knowledge is not expected on day one — you will build it progressively under structured mentorship from our LATAM Technical Lead here in CDMX, and the path from this role runs toward Level 2 ownership of the SCADA and PSMS domains.
This is an on-site role at our Polanco office in Mexico City. We are not able to offer relocation support, and this position cannot be performed remotely or on a hybrid basis.
Responsibilities — You will do:
- Reproduce customer incidents in the virtual lab so that root cause can be identified before a case is escalated to ETAP Product Development.
- Troubleshoot ETAP Real-Time deployments at configuration level — Windows services, configuration files, MongoDB instances, SQL Server databases and application logs — to pre-diagnose the likely point of failure.
- Work through Windows event logs and application logs methodically: reproduce, isolate, confirm, document.
- Rebuild customer system configurations across the ETAP portfolio (SCADA, PSMS, EMS, Digital Twin) in the lab, including communication configuration, IP addressing and VLANs, so that each reproduction is faithful to the customer's environment.
- Stand up and maintain the virtual machines the lab runs on — build one from scratch or from a saved image, install ETAP Real-Time on it, and take ownership of the environment.
- Keep the lab ready: VM templates, environment availability, version control and capacity planning, so that a replication request never waits on infrastructure.
- Support Global Support Engineers by providing environments tailored to the specific incident under investigation, and coordinate with the team and technical leads to prioritize replication requests by urgency and support tier.
- Document replication procedures, environment templates, troubleshooting findings and known configurations to build a reusable support knowledge base.
- Progressively develop working knowledge of ETAP solutions (SCADA, PSMS, EMS) under structured technical mentorship, so that pre-diagnosis accuracy improves over time.
- Support the broader Global Support workflow by contributing to ticket tracking and escalation coordination through Jira.
Requirements — You need to have:
- Residence in Mexico City and the ability to work on-site at our Polanco office. This is not a remote or hybrid position and relocation support is not offered.
- Advanced English proficiency (C1 or higher) — over 90% of support interactions are in English, with support engineers, technical leads and occasionally customers across the US, Middle East, India and Asia.
- 3+ years of hands-on experience supporting, commissioning or administering an industrial control, SCADA, EMS, power management, historian or comparable operational-technology software system.
- Practical understanding of how such a system is built internally: the services and how they depend on one another, drivers and communication interfaces, tag or signal mapping, configuration files, and the databases behind them.
- Demonstrated experience diagnosing faults through logs — Windows event logs and application logs — with a methodical habit of reproducing, isolating, documenting and communicating an issue without needing step-by-step instruction.
- Working knowledge of Windows Server administration: installation, configuration, services management, event logs and independent troubleshooting.
- Hands-on experience with SQL Server or MongoDB: connecting to an instance, reviewing logs, running queries and diagnosing basic operational issues.
- Comfortable building and running virtual machines — creating one from scratch or from a saved image, installing software onto it, and owning it afterwards. You will work in a single ETAP-owned lab; breadth across hypervisor platforms is not required.
- Solid networking fundamentals: IP addressing, VLANs and subnets, and the practical ability to recreate a customer's network topology inside a virtual environment.
- Strong self-learning instinct — you will be working with specialized power systems software and are expected to develop domain knowledge progressively, with guidance but without hand-holding.
A PLUS:
- Exposure to industrial communication protocols — Modbus, DNP3, IEC 60870-5-104, IEC 61850 or OPC UA — at a conceptual or practical level.
- Experience supporting a control-system vendor's own product, or administering SCADA, historian or control-room servers inside a utility or industrial operation.
- Deeper virtualization background: VMware (vSphere, ESXi or Workstation Pro), Hyper-V or equivalent.
- Scripting or automation — PowerShell, Python or batch — for virtual environment management and operational tasks.
- Exposure to OT cybersecurity practice: network segmentation, patching of control-system assets, backup and recovery.
- Experience working tickets in Jira or a comparable service-management platform.
ETAP 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.
ETAP 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 ETAP to create the transformative technology that enables our customers to engineer a better world.