Senior Technical Support Engineer

Aspen Technology; United Arab Emirates; On-site; AED 100,000 - 130,000; Full time

Job summary

A process optimization technology company in the United Arab Emirates seeks a Customer Success and Training Specialist. The role focuses on providing technical support and training to enhance customer satisfaction and engagement with the company's software solutions. The ideal candidate will have a background in Petroleum Engineering or Geology, with significant experience in customer service and reservoir engineering. Candidates should possess excellent communication skills and be detail-oriented with the ability to work in diverse teams.

Qualifications

• 5+ years of experience in the Oil & Gas industry.
• 3+ years of reservoir engineering experience with strong proficiency in relevant applications.
• Solid understanding of petroleum/reservoir engineering workflows.

Responsibilities

• Provide customer service that drives user engagement.
• Troubleshoot technical issues reported by customers.
• Deliver high-quality training classes to customers.

Skills

Customer service

Technical troubleshooting

Communication

Team collaboration

Detail-oriented

Education

Bachelor’s degree in Petroleum/Reservoir Engineering, Geology or Geophysics

Tools

Aspen Tempest

Petrel

Eclipse

CMG

GAP

Job description

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 Role

This opportunity is within the Customer Success and Training (CS&T) department and plays a vital role in improving customer satisfaction. The successful candidate will be providing a high level of technical support and training to internal and external customers and has a passion for driving adoption and usage of AspenTech solutions and enhance work practices.

This is a career with opportunity for growth and development in a cutting-edge process optimization technology company.

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 (e.g. Aspen TEMPEST)
• 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 geosciences and upstream workflows, 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 principles of geosciences and upstream workflows, 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, build 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

• Bachelor’s degree (or higher) in Petroleum/Reservoir Engineering, Geology or Geophysics from an accredited institution.
• 5+ years of experience in the Oil & Gas industry.
• 3+ years of reservoir engineering experience with strong proficiency in Aspen Tempest or related applications.
• Solid understanding of petroleum/reservoir engineering workflows with strong working knowledge of asset optimization, modelling & simulation software suites like Petrel, Eclipse, IX, CMG, tNav, Mbal, Prosper, GAP or similar.
• Detail-oriented with hands-on problem-solving skills
• Excellent communication, interpersonal and customer relationship skills
• Be able to work well in diverse teams composed of people with varied backgrounds
• Demonstrated ability to convey complex information in a clear and concise manner
• English language proficiency is mandatory (additional language skills would be beneficial)
• Ability to travel internationally