Sr Technical Support Engineer

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 RoleCustomer 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.

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.
• 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.
• Coach fellow team members to enhance their technical skills to help boost their overall contribution.
• Deliver or support delivery of high-quality intermediate/advanced level training classes, based on the relevant principles of engineering and industrial processes, to AspenTech customers.
• 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.
• Moved down. Training is much lower priority for CS&T India

What You'll Need

• Bachelors required in Electrical Engineering, Systems Engineering or related field.  Masters’ degree preferred.
• Strong technical background in automation and computers.
• Minimum of 5+ years of relevant experience preferred. University experience may count.
• Previous experience with AspenTech software or other advanced tool for complex operations management 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.
• Knowledge & experience of public utilities is a plus.
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