Sr Technical Support Engineer (APM)

TN United Kingdom; Reading; On-site; GBP 40,000 - 65,000; Full time

Job summary

Aspen Technology is seeking a Senior Technical Support Engineer for their APM software support team in Reading. The role involves resolving customer issues, providing consultations, and delivering training sessions while collaborating with various departments. Ideal candidates will have a strong engineering background, excellent communication skills, and a customer-first mindset, along with a willingness to travel occasionally.

Qualifications

• 8-12 years of relevant experience preferred.
• Experience with statistical methods, process control, and reliability is advantageous.
• Willingness to travel, typically less than 25%.

Responsibilities

• Provide exceptional customer service to enhance user engagement.
• Troubleshoot and resolve complex technical issues.
• Mentor team members to develop their technical skills.

Skills

Customer-first mindset

Communication skills

Problem-solving

Technical troubleshooting

Education

Bachelor’s degree in engineering or related discipline

Tools

Python

SQL

AspenTech solutions (Mtell, Fidelis)

Job description

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Sr Technical Support Engineer (APM), Reading

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Client:

Aspen Technology

Location:

Reading, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

118e88b7d0ff

Job Views:

3

Posted:

19.05.2025

Expiry Date:

03.07.2025

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Job Description:

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 ways. You will experience these qualities — passion, pride, and aspiration — through career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Role

Aspen Technology seeks a Principal Technical Support Engineer for our Asset Performance Management (APM) software support team. The ideal candidate is an innovative thinker with high initiative, excellent communication skills, and strong ethical standards. The role involves working with our customer base to resolve issues and provide consultation on AspenTech APM software such as Aspen Mtell and Aspen Fidelis, primarily through phone, email, and remote desktop sharing.

Your Impact

• Provide exceptional customer service to enhance user engagement and product usage.
• Troubleshoot and resolve complex technical and engineering problems reported by customers.
• Escalate customer issues and coordinate resolutions within AspenTech.
• Deliver intermediate to advanced training sessions based on engineering principles and industrial processes.
• Create and maintain customer-focused training materials for new releases and applications.
• Conduct pre-sales consultations to identify customer needs and position AspenTech solutions.
• Build strong relationships with customers to understand their business challenges.
• Collaborate with other departments to develop business opportunities.
• Participate in AspenTech’s pre-release software testing to improve product quality.
• Mentor team members to develop their technical skills.
• Additional tasks include health checks, onsite support, deploying solutions, and authoring technical white papers.

What You'll Need

• Bachelor’s degree in engineering or related discipline; 8-12 years of relevant experience preferred.
• Experience with statistical methods, process control, equipment maintenance, or reliability in relevant industries is advantageous.
• Knowledge of big data, data analysis, machine learning, AI, Python, SQL, and AspenTech solutions like Mtell and Fidelis is preferred.
• Strong written and verbal communication skills to present complex information clearly.
• Customer-first mindset with the ability to identify value-creating opportunities.
• Ability to manage multiple priorities and responsibilities.
• Willingness to travel, typically less than 25%, including occasional international trips.