Technical Support Engineer
Aspen Technology
- Houston, TX
- Permanent
- Full-time
- 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.
- 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.
- Bachelor's or Master’s degree in Engineering in related discipline.
- Strong understanding of Chemical Engineering principles.
- Knowledge of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial.