Principal 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 RoleWe are seeking a Principal Technical Support Engineer to join our Asset Performance Management (APM) Technical Support team. The ideal candidate should be able to learn new concepts quickly, be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards. Aspen Technology, Inc. is looking for the right candidate to fill this important position. This is a long-term career with opportunity for growth and development in a cutting-edge engineering technology company.

Your Impact

• Solving customer problems with our APM software via telephone/web, deploying APM software, delivering high quality training on our APM product line and other department projects as needed.
• Learn and understand our customers’ business problems, data connections and data flows. Provide customer specific reviews, health checks and guidance to holistically solve customers’ business problems. Provide specific recommendations to the customers on how to achieve more business value from our products.
• Drive improvement in our APM software. Provide your own ideas and bring customer feedback to the R&D team to make our products better.
• Serve as one of the focal points for problem escalation and resolution
• Develop and maintain APM training course materials and curriculum to include newly released functionality and the latest trends in APM methodology.
• Author white paper solution articles for publication to the user community through our support web knowledge base.
• Test pre-released versions of AspenTech software
• Conduct pre-sales consultations, based on industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution.
• Travel to customer sites if required. Travel is usually less than 30% and may occasionally be international.
• Deliver customer training at site or AT office or virtually on APM solutions

What You'll Need

• BE in Computer Science or Chemical engineering or related with Data Science background. 
• 8-12 years of relevant experience.
• Experience in AspenTech Asset Performance Management (APM) software, like Aspen MTell, Aspen ProMV and Aspen Fidelis is desirable. Exposure with Aspen Info Plus 21 will be added advantage.
• Experience in process control, equipment maintenance and/or reliability in oil & gas, chemical, petrochemical, pulp & paper, mining and pharmaceutical industries is an required.
• Good knowledge of big data, data analysis, machine learning, AI, Python, SQL or related specializations is an added advantage.
• Prior experience with or University coursework in Statistical Methods will be helpful.
• Hands-on problem-solving skills with a drive to deliver quality work.
• Strong ability to troubleshoot complex problems with multiple data flows and connections between multiple systems.
• Excellent communication, interpersonal and customer relationship skills.
• Be able to work well in diverse teams composed of people with varied backgrounds.
• Strong customer relationship and troubleshooting skills.
• Strong coaching experience.