Principal Technical Support Engineer

4 weeks ago

Reading, United Kingdom Aspen Technology Full time

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

Reporting to the customer support and training area manager, the Principal Technical Support Engineer will be responsible for providing remote and/or onsite technical support and training activities for Aspentech SSE modeling products, including RMS and SKUA.

This role requires utilizing technical expertise and interpersonal skills to guide users through effective onboarding, ensuring a comprehensive understanding of the software's functionalities and workflows.
The Engineer will collaborate with users to optimize workflows, improve project efficiency, and actively identify and pursue business opportunities within customer accounts to expand AspenTech Software's presence.

Your Impact

Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.  Independently troubleshoot and 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 training classes, based on the relevant principles of geosciences and upstream workflows, to AspenTech customer. Develop and/or maintain customer focused training materials for new releases and new applications in the industry. Conduct pre-sales consultations, based on relevant geoscience principles and upstream workflows, 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. Understanding the client’s needs so it will be possible to suggest solutions to complex issues, to construct solutions and even provide a workaround to fulfill a client’s demand and wishes. Suggest and make solution of complex issues that cannot be solved by the software itself but by using scripts and external modules. Easily see the limitations and bottlenecks of the software and accordingly suggest and design enhancements to the development team to improve the software. Acts independently to determine methods and procedures on new or special assignments, leads projects with notable risks and complexity. 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.  Other tasks may include, conduct health checks on assigned accounts, deliver onsite support, advanced trainings, 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, participate in local industry events and tradeshows.

What You'll Need

MSc in Petroleum Geoscience or Petroleum Engineering with experience working at an international or national company in the energy sector using geological modelling software for reservoir modeling (SKUA, RMS and/or Petrel). Previous experience with AspenTech software or other advanced tools from another vendor is a plus. Knowledge of New Energies workflows (like CCS, Geothermal) is a plus. Knowledge of Python Scripting is a plus. 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 the customers. Strong problem-solving and analytical skills, including ability to make clear observations and conclusions based on customer engagements and data. Strong interpersonal skills and ever-present positive attitude. Ability to manage multiple responsibilities and competing priorities. Ability to travel. Travel is usually less than 25% and may occasionally be international. Proficient in English and one of Scandinavian or French language is a plus. Competences: Accountability, Communicates Effectively, Action Oriented, Interpersonal Savvy, Plan and align, instills trust, Collaborates, Self-Development, Technology Savvy.

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