Sr Technical Support Engineer

The driving force behind our success has always been the people of Aspen Tech. 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.

This opportunity is within the Customer Success and Training (CS&T) department and plays a vital role in improving customer satisfaction. The successful candidate will be providing a high level of technical support and training to internal and external customers and have a passion for driving adoption and usage of Aspen Tech solutions and enhance work practices.

Working as part of a team of Technical Support Consultants, this role will be required to provide technical support to Aspen Tech customers for the Petroleum Supply Chain suite of products (e.g. Aspen PIMS and Aspen Petroleum Scheduler).

• 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 Aspen Tech’s Petroleum Supply Chain (PSC) solutions, e.g. Aspen PIMS, Aspen Petroleum Scheduler, and Aspen Unified.
• Responsible for the escalation of customer issues and driving the resolution cross-functionally within Aspen Tech.
• Deliver high-quality intermediate/advanced level training classes, based on the relevant principles of engineering and industrial processes, to Aspen Tech 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 Aspen Tech’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 Aspen Tech functions to maintain and develop business opportunities.
• Function as a subject matter expert in Aspen Tech’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 Aspen Tech solutions in customer business environments; execute various departmental improvement projects as needed; author technical white papers for publication to Aspen Tech’s web knowledgebase.

• Bachelor's or Master’s degree in Engineering in related discipline.
• Strong understanding of Chemical and/or Petroleum Engineering principles.
• Knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial.
• Minimum of 5+ years of relevant experience preferred. University experience may count.
• Previous experience with Aspen Tech software or other advanced tool from another vendor is a plus.
• 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.