Senior 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

Customer Support and Training teams are responsible for resolving customer issues, ensuring any customer experience is delivered to high quality standards and training, and working amongst cross-functional teams for the best solutions. Our goal is to continuously provide product improvements, business growth, with the highest level of customer satisfaction.
This role is for the DGM business unit within AspenTech, which focuses on software for the power and utilities industry.

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 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.
• 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.
• 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

•  4+ year(s) Relevant/industry experience preferred. University experience may count.
• Exposure to SCADA/control systems. Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
• Knowledge of SCADA protocols such as ICCP, IEC 60870-5-104 (IEC104), and DNP3.
• Knowledge of SQL databases including Microsoft SQL Server, MySQL, PostgreSQL, Oracle, general DBMS concepts, and Cassandra concepts.
• Strong understanding of networking concepts, TLS 1.3, HTTPS, Windows OS, Red Hat Linux OS, firewall troubleshooting, as well as routing and switching.
• Knowledge of cybersecurity practices including vulnerability assessment, mitigation, and patch management.
• 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 Degree required in Electrical Engineering, Systems Engineering or related field.  Masters’ degree preferred.
• Strong technical background in automation and computers preferred.
• Knowledge of public utilities is a plus.
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