Sr Technical Support Specialist

Aspen Technology; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Aspen Technology is seeking a Sr Technical Support Specialist to join their Manufacturing Execution Systems support team. This role involves troubleshooting complex technical issues, delivering training, and ensuring high-quality customer experiences. Candidates should have a strong technical background, excellent communication skills, and a customer-first mindset.

Qualificações

• Minimum of 5 years of relevant industry experience preferred.
• Technical knowledge of Windows or Linux server troubleshooting.

Responsabilidades

• Troubleshoot and resolve complex technical problems reported by customers.
• Deliver high-quality training sessions based on industry principles.
• Build strong relationships with customers to understand their business challenges.

Conhecimentos

Communication

Customer Service

Troubleshooting

Technical Support

Formação académica

Bachelor's Degree in Computer Science

Ferramentas

SQL

VMWare

Hyper-V

Descrição da oferta de emprego

The driving force behind our success has always been the people of AspenTech. What drives us is our aspiration, desire, and ambition to keep pushing the envelope, overcoming hurdles, and challenging the status quo to find better solutions. You will experience these qualities of passion, pride, and aspiration through our career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Role

AspenTech is an AI-powered software company helping leading energy, chemical, and engineering companies succeed in their digital transformation by making operations more efficient and environmentally friendly. As part of AspenTech, you will join a market-leading company focused on double-digit growth and a blue-chip customer base. We offer opportunities to make an impact, drive innovation, and be an agent of positive change.

Our Customer Support and Training teams are responsible for resolving customer issues, ensuring high-quality customer experiences, and providing training while collaborating across functions for optimal solutions. Our goal is to continuously improve our products, grow our business, and ensure the highest customer satisfaction.

We are looking for a Sr Technical Support Specialist

to join our Manufacturing Execution Systems (MES) support team. You will work with products such as Aspen InfoPlus.21 and AspenONE Process Explorer. Prior experience troubleshooting network and server-related issues is required.

Your Impact

1. Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
2. Troubleshoot and resolve complex technical problems reported by customers using AspenTech’s proprietary software.
3. Escalate customer issues and coordinate resolution efforts across AspenTech teams.
4. Deliver high-quality, intermediate to advanced training sessions based on industry principles and processes.
5. Develop and maintain customer-focused training materials for new releases and applications.
6. Conduct pre-sales consultations to identify customer needs and position AspenTech’s solutions effectively.
7. Build strong relationships with customers to understand their business challenges.
8. Collaborate with other AspenTech functions to develop business opportunities.
9. Serve as a subject matter expert in AspenTech’s pre-release software testing to improve product quality.
10. Coach team members to enhance their technical skills and overall contribution.
11. Additional tasks may include conducting health checks, providing onsite support, deploying solutions, executing departmental projects, and authoring technical white papers.

What You'll Need

• Bachelor's Degree in Computer Science or related field preferred.
• Minimum of 5 years of relevant industry experience preferred; university experience may count.
• Technical knowledge of Windows or Linux server troubleshooting, virtualization (e.g., VMWare, Hyper-V), TCP/IP, and network troubleshooting.
• Basic database knowledge, such as SQL.
• Experience with AspenTech software or similar tools from other vendors is a plus.
• Strong written and verbal communication skills to present complex information clearly.
• A customer-first mindset with the ability to identify value-creating opportunities.
• Ability to manage multiple responsibilities and priorities.
• Willingness to travel, usually less than 25%, including occasional international trips.