Sr 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

At AspenTech our software provides customers with the solution to complex problems accelerating their digital transformation through optimisation, which enables their assets to run safer, greener, longer and faster.

One of the key drivers for success at AspenTech is customer adoption and engagement. This driver is core to the service the CS&T team provides. The team aims to ensure customers are aware of product features and benefits and can effectively understand and implement them within their business.

The CS&T department at AspenTech are a central hub acting as the voice of our customers within the business. The Principal Support Engineer plays a crucial role within the team, taking ownership of customer service to provide the highest standard of support and training.

Your time will be divided between solving technical problems raised by our customers and delivering training to our customer (on-site and virtual). In addition, some of your time will be spent supporting our Sales teams with pre-sales consulting and other projects.

Your Impact

Troubleshoot & resolve chemical engineering related industry problems reported by the customer base using AspenTech’s proprietary software. Function as a global expert and assist worldwide staff to resolve advanced chemical engineering related industry problems reported by the customer base 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. Work with cross functional management to ensure global issue escalation meets ongoing customer needs. Identify new content areas and lead teams to create technical white papers for publication to AspenTech’s web knowledgebase for areas of expertise. Deliver high-quality advanced level and tailored training classes, which are based on principles of chemical engineering and industrial processes, to industry-recognized expert users. Using expert knowledge of industry trends, lead development of AspenTech’s customer-facing training materials for new applications and focus on the industry. Mentor others to tailor training materials to specific plants and processes based on customer industrial business needs. Lead a small team functioning as subject matter experts (SME) in AspenTech’s pre-release beta software testing program to drive product quality. Lead complex pre-sales consultations, based on chemical engineering principles and industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution. Lead others to architect, configure and deploy AspenTech solutions in customer environments based on customer business needs. Conduct health checks on assigned accounts. Lead cross-functional improvement projects as needed with regular updates to an AspenTech management team.

What You'll Need

Bachelor, master’s or degree in Chemical Engineering or closely related discipline. Strong understanding of Chemical Engineering principles with demonstrated expertise. Knowledge of chemical and manufacturing business processes in the refining, chemical, pharmaceutical and process industries. Work experience in such an environment is beneficial. Prior exposure to AspenTech products or competitor tools. 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. Travel is usually less than 25% and may be international.

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