Senior Technical Support Engineer

Emerson; Bengaluru; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

AspenTech in Bengaluru seeks a Technical Support Engineer to resolve complex software issues, deliver trainings, and develop customer materials. You will engage with cross‑functional teams and act as a subject‑matter expert in pre‑release software testing to improve product quality.

Requirements include 5+ years in relevant roles, SCADA experience, and strong communication skills; bachelor's in Electrical/Systems Engineering required, master's preferred. Travel up to 25% is expected.

Qualifications

• 5+ years of relevant experience in customer support or technical roles.
• Exposure to SCADA and industrial control environments.
• Strong knowledge of SCADA protocols (ICC, IEC 60870-5-104, DNP3).
• Experience with SQL databases and general DBMS concepts.
• Good networking knowledge, TLS 1.3, HTTPS, and OS fundamentals.

Responsibilities

• Provide loyalty‑inspiring customer service to drive user engagement.
• Troubleshoot and resolve complex technical problems in AspenTech software.
• Escalate issues and drive cross‑functional resolutions.
• Deliver high‑quality training classes to customers.
• Develop training materials for new releases and applications.

Skills

SCADA protocols

SQL databases

Networking concepts

Cybersecurity practices

Verbal & written communication

Travel readiness

Education

Bachelor's Degree in Electrical/Systems Engineering

Master's degree (preferred)

Job description

Technical Support Engineer

Customer Support and Training teams are responsible for resolving customer issues, ensuring any customer experience is delivered to high quality standards and training, and working amongst cross-functional teams for the best solutions. Our goal is to continuously provide product improvements, business growth, with the highest level of customer satisfaction. This role is for the DGM business unit within AspenTech, which focuses on software for the power and utilities industry.

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.
• 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.
• 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.

What you will need

• 5+ year(s) Relevant/industry experience preferred. University experience may count.
• Exposure to SCADA/control systems. Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
• Knowledge of SCADA protocols such as ICCP, IEC 60870-5-104 (IEC104), and DNP3.
• Knowledge of SQL databases including Microsoft SQL Server, MySQL, PostgreSQL, Oracle, general DBMS concepts, and Cassandra concepts.
• Strong understanding of networking concepts, TLS 1.3, HTTPS, Windows OS, Red Hat Linux OS, firewall troubleshooting, as well as routing and switching.
• Knowledge of cybersecurity practices including vulnerability assessment, mitigation, and patch management.
• 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 Degree required in Electrical Engineering, Systems Engineering or related field. Master's degree preferred.
• Strong technical background in automation and computers preferred.
• Knowledge of public utilities is a plus.