Senior Technical Support Specialist

2 months ago

Medina, United States Aspen Technology, Inc. Full time

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks.

The Role As a Senior Technical Support Specialist, you will provide ongoing support to complex OT systems throughout the world, ensuring reliability, system performance and world-class customer satisfaction. You will also plan and deliver high-quality customer trainings on AspenTech Digital Grid Management (DGM) products. This challenging and fast paced environment provides opportunity for engineers to expand their technical knowledge in all aspects of the energy utility industry by solving complex, real world issues for our customer base using the tools and processes AspenTech (DGM) provides.

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.
  • Escalate customer issues as needed and drive cross-functional resolution within AspenTech.
  • Deliver high-quality intermediate/advanced level training classes to AspenTech customers, based on relevant principles of engineering and industrial processes.
  • 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.
  • Collaborate with other AspenTech functions to identify and develop business opportunities.
  • Coach fellow team members to enhance their technical skills and 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 knowledge base.

What You'll Need
  • Bachelor's required in Information Technology, Electrical Engineering or Systems Engineering degree preferred, or related field. Masters' degree preferred.
  • 3-8 years of relevant experience preferred. University experience may count.
  • Experience delivering customer training sessions.
  • Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
  • Ability to identify opportunities that create value for customers with a strong customer first mindset.
  • Ability to manage multiple responsibilities and competing priorities.
  • Familiarity with public utilities is a plus.
  • Strong technical background in automation and computers.
  • Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
  • Ability to travel. Travel is usually less than 25% and may occasionally be international.

#LI-WJ1


AspenTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status or any other basis protected by federal, state, or local law.

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