Sr. Technical Support Engineer

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The Role

We are seeking a Principal Technical Support Engineer to join our Asset Performance Management (APM) Technical Support team. The ideal candidate should be able to learn new concepts quickly, be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards.

This is a long-term career with opportunity for growth and development in a cutting-edge technology company.

Your Impact

• Troubleshoot & resolve quality and operations process of industry using AspenTech’s proprietary software.
• Communicate with customers through phone, chat, web-conferencing, email and in-person. 
• Own escalation of all assigned customer issues and drive holistic resolution cross-functionally within AspenTech.  
• Deliver high-quality, technical hand-on interactive training to the customer.
• Review, update and create technical training content for new releases and new applications in the industry. 
• Author, review and approve technical articles for publication to AspenTech’s web knowledgebase. 
• Contribute towards AspenTech’s pre-release beta software testing program to drive improved product quality .
• Conduct pre-sales consultations to identify prospects’ business problems and articulate AspenTech’s products as solution.
• Mentor and coach junior staff.
  
  

What You'll Need

• Degree in in Engineering discipline, Computer Science, Data Science or related technical discipline.
• Knowledge of Statistical Methods, data analysis, machine learning, AI, Python, SQL.
• University projects on process simulation /control will count toward experience. 
• Experience in process control equipment maintenance is desirable.
• Experience working in oil & gas, chemical, petrochemical, pulp & paper, mining, or pharmaceutical Industry is desirable.
• Prior exposure to AspenTech products or competitor tools is desirable.
• Detail-oriented with hands-on problem-solving skills. 
• Strong written and verbal communication skills.  Ability to present complex information in a clear and concise manner. 
• Strong customer first mindset, with the ability to identify opportunities that create value for customers. 
• Ability to manage multiple responsibilities and competing priorities.
• Ability to travel internationally. Travel is usually less than 25% . 
• English language proficiency is mandatory - Additional language skills would be beneficial.