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

As a Sr Technical Support Engineer, you will provide ongoing support to complex OT systems throughout the world, ensuring reliability, system performance and world-class customer satisfaction. This challenging and fast paced environment provides opportunity for engineers to expand their technical knowledge in all aspects of the energy utility industry by solving complex, real world issues for our customer base using the tools and processes AspenTech provides.

Your Impact

• Provide loyalty-inspiring customer service that drives user engagement and sustains product usage
• Troubleshoot & resolve complex technical and/or engineering related problems reported by customers using AspenTech’s proprietary software
• Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech
• Deliver high-quality intermediate/advanced level training classes, based on the relevant principles of engineering and industrial processes, to AspenTech customers
• Develop and/or maintain customer focused training materials for new releases and new applications in the industry
• Conduct pre-sales consultations, based on relevant engineering principles and industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution. Uncover and analyse client/prospect needs to support growth in usage, through a variety of pre-sales activities
• Develop strong relationships with customers, building an understanding of their business needs and challenges
• Collaboration with other AspenTech functions to maintain and develop business opportunities
• Function as a subject matter expert in AspenTech’s pre-release software testing program to drive improved product quality
• Coach fellow team members to enhance their technical skills to help boost their overall contribution
• Other tasks may include: Conduct health checks on assigned accounts; deliver onsite support and consultancy; deploy AspenTech solutions in customer business environments; execute various departmental improvement projects as needed; author technical white papers for publication to AspenTech’s web knowledgebase

What You'll Need

• 5-8 years of relevant experience preferred. University experience may count.
• Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
•  Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills. 
• The ability to identify opportunities that create value for customers with a strong customer first mindset.
• Ability to manage multiple responsibilities and competing priorities
• Ability to travel. Travel is usually less than 25% and may occasionally be international.
• Bachelor’s required in Electrical Engineering, Systems Engineering or related field.  Masters’ degree preferred
• Strong technical background in automation and computers
• Familiarity with public utilities is a plus

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The salary range for this role is $90,200.00 - $112,800.00. This range represents what we in good faith believe is the range possible for base compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range based on several factors. This range may be modified in the future. This role is also eligible for bonus or variable incentive pay. Additionally, we offer a comprehensive benefits package including paid time off, charitable giveback day, medical/dental/vision insurance, and retirement benefits to eligible employees.