Senior Technical Support Engineer

Aspen Technology, Inc.; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Aspen Technology, Inc. seeks a Customer Support and Training specialist for the DGM unit, focusing on software for power and utilities. You will provide expert support, deliver trainings, and develop materials to enable customers to maximize AspenTech solutions.

The role requires strong SCADA/industrial systems knowledge, SQL proficiency, and the ability to travel up to 25% for onsite engagements and hands-on deployments.

Qualifications

• 4+ years relevant/industry experience preferred.
• Bachelor/Master degree as stated.
• Exposure to SCADA/control systems.
• Knowledge of SCADA protocols: ICCP, IEC104, DNP3.
• Knowledge of SQL databases (MS SQL Server, MySQL, PostgreSQL, Oracle, Cassandra).
• Strong understanding of networking concepts, TLS 1.3, HTTPS, firewalls, routing and switching.
• Cybersecurity practices including vulnerability assessment, mitigation, patch management.

Responsibilities

• Provide loyalty-inspiring customer service to drive engagement and maintain product usage.
• Troubleshoot and resolve complex technical/engineering problems reported by customers.
• Deliver high-quality training classes for AspenTech customers.
• Develop and maintain customer-focused training materials for new releases.
• Collaborate with cross-functional teams to identify opportunities and improve product quality.

Skills

SCADA systems

SCADA protocols (ICCP, IEC104, DNP3)

SQL databases (MS SQL, MySQL, Postgre

Networking fundamentals (TLS1.3, HTTPS

Cybersecurity basics (vulnerability, P

Strong communication skills

multitasking and prioritization

Willing to travel

Education

Bachelor's Degree in Electrical Engineering, Systems Engineering or related field

Master's degree preferred

Tools

Windows OS

Red Hat Linux OS

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 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'll Need

• 4+ 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.
• Masters' degree preferred.
• Strong technical background in automation and computers preferred.
• Knowledge of public utilities is a plus.

#LI-RR1

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks. If you're looking to make a difference every day and push the limits of performance, AspenTech is doing things no one else thought was possible. As a leading industrial software partner, we help companies all over the world run safer, greener, longer and faster. With over 3700 employees and more than 60 global locations, AspenTech is meeting today's sustainability and business challenges head-on with unmatched expertise, cutting-edge AI-powered technology and a passion to innovate.

AspenTech is an Equal Opportunity/Affirmative Action employer.

AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, citizenship, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law.

Reasonable Accommodation: We will provide reasonable accommodations to qualified individuals who have a disability or sincere religious reasons to request accommodation, when necessary to enable the individual to participate in the job application or interview process. If you wish to request an accommodation, please contact us at [e-mail].

GDPR Privacy Notice: AspenTech collects a range of personal information during the recruitment process. This may include the following personal or special categories of personal data: recruitment information such as your application form and resume, references, qualifications and membership of any professional bodies and details of any pre-employment assessments; your contact details and date of birth; your gender; your marital status and family details; your identification documents including passport and driver's license and information in relation to your immigration status and right to work with us; information about your contract of employment (or services) including start and end dates of employment, role and location, working hours, details of promotion, salary (including details of previous remuneration), pension, benefits, and holiday entitlement; your racial or ethnic origin; any criminal convictions and offences.

AspenTech Security and Privacy Policy Plan Participants Enrolled in the AspenTech US Medical Plans: The Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the benefit package options under AspenTech's US Employee Benefit Plan are linked below: Transparency in Coverage Rule - Machine Readable Files Transparency In Coverage Rule And Consolidated Appropriations Act Overview and FAQS