Sr Technical Support Engineer

TN United Kingdom; Reading; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Engineer to join their dynamic team. This role is pivotal in ensuring customer satisfaction by providing exceptional support and training related to chemical engineering principles. You will be the voice of the customer, resolving technical challenges and delivering tailored training solutions. With opportunities for career development and a focus on community engagement, this position offers a chance to make a significant impact. If you are passionate about problem-solving and have a customer-centric approach, this role is perfect for you.

Qualifications

• Strong understanding of chemical engineering principles.
• Experience with AspenTech or similar tools is beneficial.

Responsibilities

• Troubleshooting technical problems raised by customers.
• Delivering on-site and virtual training.
• Leading complex pre-sales consultations.

Skills

Problem-solving skills

Communication skills

Customer-focused mindset

Chemical Engineering principles

Detail-oriented

Education

Bachelor’s degree in Chemical Engineering

Master’s degree in Chemical Engineering

Tools

AspenTech software

Job description

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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 career development programs, community service support, and social events fostering fun and relationships across our global community.

The Role

The CS&T department at AspenTech acts as a central hub, representing the voice of our customers within the business. The Senior Technical Support Engineer plays a crucial role, taking ownership of customer service to provide the highest standards of support and training.

Your Impact

Your responsibilities will include solving technical problems raised by customers, delivering on-site and virtual training, and supporting sales with pre-sales consulting and other projects.

More specifically, your duties will include but are not limited to:

• Troubleshooting and resolving chemical engineering-related industry problems using AspenTech’s proprietary software.
• Serving as a global expert, assisting worldwide staff in resolving complex chemical engineering issues.
• Communicating with customers via phone, chat, web-conferencing, email, and in person.
• Owning escalation of customer issues and driving holistic resolutions across functions.
• Creating technical white papers for AspenTech’s knowledge base.
• Delivering advanced, tailored training classes based on chemical engineering principles.
• Leading the development of customer-facing training materials based on industry trends.
• Mentoring others in customizing training to specific industrial needs.
• Leading a team as subject matter experts in beta software testing to improve product quality.
• Leading complex pre-sales consultations to identify customer problems and position AspenTech’s solutions.
• Architecting, configuring, and deploying solutions in customer environments.
• Conducting health checks on accounts and leading improvement projects.

What You'll Need

• Bachelor’s or Master’s degree in Chemical Engineering or a related field.
• Strong understanding of Chemical Engineering principles and expertise.
• Knowledge of chemical and manufacturing processes in relevant industries.
• Experience with AspenTech or similar tools is beneficial.
• Detail-oriented with problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to present complex information clearly.
• Customer-focused mindset with an ability to identify value opportunities.
• Ability to manage multiple priorities and responsibilities.
• Willingness to travel, typically less than 25%, possibly internationally.