Sr Technical Support Engineer

Arpatech; Medina; On-site; SAR 338,000 - 423,000; Full time

Job summary

A multinational software company is seeking a Sr Technical Support Engineer in Medina, Saudi Arabia. In this role, you will provide exceptional customer support and training on complex systems, troubleshoot technical issues, and develop training materials. Applicants should have a bachelor's degree in a related field and a strong technical background. Competitive salary and comprehensive benefits offered.

Benefits

Paid time off

Medical/dental/vision insurance

Retirement benefits

Qualifications

• 5-8 years of relevant experience preferred.
• Previous experience with AspenTech software or other advanced tools is a plus.
• Ability to travel, usually less than 25%.

Responsibilities

• Provide loyalty-inspiring customer service to drive engagement.
• Troubleshoot technical problems reported by customers.
• Deliver high-quality training classes to AspenTech customers.

Skills

Strong technical background in automation and computers

Ability to present complex information

Customer first mindset

Ability to manage multiple responsibilities

Education

Bachelor’s degree in Electrical Engineering or related field

Masters’ degree preferred

Tools

AspenTech software

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

As a Sr Technical Support Engineer, you will provide ongoing support to complex OT systems throughout the world, ensuring reliability, system performance and world-class customer satisfaction. This challenging and fast paced environment provides opportunity for engineers to expand their technical knowledge in all aspects of the energy utility industry by solving complex, real world issues for our customer base using the tools and processes AspenTech OSI provides.

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 intermediate/advanced level 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.
• Conduct pre-sales consultations, based on relevant engineering principles and industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution. Uncover and analyse client/prospect needs to support growth in usage, through a variety of pre-sales activities.
• 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.
• Coach fellow team members to enhance their technical skills to help boost their overall contribution.
• 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 knowledge base.

What You'll Need

• Bachelor’s required in Electrical Engineering, Systems Engineering or related field. Masters’ degree preferred
• Strong technical background in automation and computers
• 5-8 years of relevant experience preferred. University experience may count.
• Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
• 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.
• Familiarity with public utilities is a plus

Work Authorization

AspenTech will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

The salary range for this role is $90,200.00 - $112,800.00. This range represents what we in good faith believe is the range possible for base compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range based on several factors. This range may be modified in the future. This role is also eligible for bonus or variable incentive pay. Additionally, we offer a comprehensive benefits package including paid time off, charitable giveback day, medical/dental/vision insurance, and retirement benefits to eligible employees.