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 hiring a Chemical or Industrial Engineer (focused on Operations Research) to join our Petroleum Supply Chain team, working on planning, scheduling, and blending. The ideal candidate should understand chemical engineering or optimization, learn quickly, think innovatively, and communicate effectively. Experience in planning, scheduling, or optimization is preferred but not required.

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 intermediate/advanced level 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 analyse 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.
• 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 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

• 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 travel. Travel is usually less than 25% and may occasionally be international.
• Ability to manage multiple responsibilities and competing priorities.
• Bachelor's or Master’s degree in Engineering or related discipline.
• Strong understanding of Chemical 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.