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Technical Support Engineer

4 months ago

Medina, Ohio, 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 Technical Support Engineer, you will provide ongoing support to complex OT systems throughout the world, ensuring reliability, system performance and world-class customer satisfaction. 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.
  • 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.
  • 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.
  • 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
  • 2-5 years of relevant experience preferred. University experience may count.
  • Previous experience with AspenTech 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.
Preferred Qualifications:
  • Bachelor's required in Electrical Engineering, Systems Engineering or related field. Masters' degree preferred.
  • Strong technical background in automation and computers.
  • Familiarity with public utilities.

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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.