Sr Technical Support Engineer (APM)

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

Aspen Technology is seeking a Principal Technical Support Engineer to join our industry leading Asset Performance Management (APM) software support team. The ideal candidate should be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards. The candidate will work with our customer base to resolve problems and provide consultation with AspenTech APM software such as Aspen Mtell and Aspen Fidelis. This position requires customer interaction primarily through telephone, E-mails, and remote desktop sharing.

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 analyze 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

Bachelor’s degree in engineering in related discipline 8-12 years of relevant experience preferred. University experience may count. Prior experience with or University coursework in Statistical Methods 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. AspenTech solution (Mtell, ProMV, and/or Fidelis) experience is preferred. 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.