Highly Skilled Technical Support Specialist
1 month ago
The driving force behind AspenTech's success has always been its people. What drives the company is its aspiration, desire, and ambition to push boundaries, overcome hurdles, and challenge the status quo to find better ways.
Aspen Technology Overview
Aspen Technology is a leading provider of Asset Performance Management (APM) software solutions. We are seeking a highly skilled Principal Technical Support Engineer to join our industry-leading APM software support team.Your Impact
- Provide exceptional customer service that drives user engagement and sustains product usage.
- Troubleshoot and resolve complex technical and engineering-related problems reported by customers using AspenTech's proprietary software.
- Responsible for escalating customer issues and driving resolution cross-functionally within AspenTech.
- Deliver high-quality intermediate/advanced level training classes based on relevant engineering principles and industrial processes to AspenTech customers.
- Develop and/or maintain customer-focused training materials for new releases and 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.
- Develop strong relationships with customers, building an understanding of their business needs and challenges.
- Collaborate 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 and contribute more effectively.
- Other tasks may include conducting health checks on assigned accounts, delivering onsite support and consultancy, deploying AspenTech solutions in customer business environments, executing departmental improvement projects, and authoring technical white papers for publication.
Requirements and Qualifications
- Bachelor's degree in engineering or related field with 8-12 years of relevant experience preferred.
- Prior experience with statistical methods or university coursework will be helpful.
- Experience in process control, equipment maintenance, and/or reliability in oil & gas, chemical, petrochemical, pulp & paper, mining, pharmaceutical, or food & beverage industries is an added advantage.
- Good knowledge of big data, data analysis, machine learning, AI, Python, SQL, or related specializations is an added advantage.
- Ability to present complex information clearly and concisely using strong written and verbal communication skills.
- Capacity to identify opportunities that create value for customers with a customer-first mindset.
- Ability to manage multiple responsibilities and competing priorities.
- Willingness to travel, typically less than 25%, and occasionally internationally.
Estimated Salary Range: $120,000 - $180,000 per year
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