Sr Principal Technical Support Engineer (Must have Advanced Process Control Exp)

Aspen Technology, Inc.; United States; Vor Ort; USD 140.000 - 190.000; Vollzeit

Zusammenfassung

AspenTech is seeking a Senior Principal Technical Support Engineer to join our Advanced Process Control software support and training team. You will collaborate with customers to resolve technical issues, provide expert guidance, and deliver trainings on AspenTech APC software such as Aspen DMC3 and Aspen GDOT.

The role requires a strong engineering foundation, hands-on experience with control systems, and exceptional communication skills to interact with customers and cross-functional teams.

Qualifikationen

• Bachelor’s or master’s degree in chemical engineering, electrical/electronic engineering, or closely related discipline.
• Advanced degrees (master’s or PhD) are a plus.
• Academic or professional exposure to Control Theory is strongly preferred.
• Minimum of 10+ years of relevant experience in process control/industrial technology.

Aufgaben

• Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
• Troubleshoot & resolve complex technical problems in AspenTech APC software with cross-functional coordination.
• Escalate customer issues and drive cross-functional resolutions.
• Deliver intermediate/advanced level training classes to AspenTech customers.
• Develop and maintain customer-focused training materials for new releases and applications.
• Conduct pre-sales consultations to identify business problems and position AspenTech solutions.
• Uncover and analyze client needs to support growth in usage.
• Build strong relationships with customers and collaborate with other AspenTech functions.
• Coach and mentor team members to enhance technical skills.
• Contribute to health checks, onsite support, and deployment in customer environments.

Kenntnisse

Troubleshooting

Customer support

Communication skills

Training delivery

Pre-sales collaboration

Cross-functional teamwork

Technical coaching

Data analysis

Ausbildung

Chemical engineering degree

Electrical/Electronic engineering degree

Advanced degree preferred

Tools

DMC3

GDOT

OPC DA/UA

Jobbeschreibung

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 AspenTech is an AI-powered software company helping the world’s leading energy, chemical and engineering companies succeed in their digital transformation, making their operations more efficient and reducing impact on the environment. At AspenTech, you will be part of a global market-leading company with the goal of double-digit growth and a blue-chip customer base. We offer the opportunity to make an impact, to drive innovation and to be an agent of positive change. 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. We are seeking a Senior Principal Technical Support Engineer to join our Advanced Process Control software support & training team. The ideal candidate should be an innovative thinker, demonstrate high initiative, proactive learning mindset, innovative thinking, have great communication skills and work to the highest ethical standards. In this role, you will collaborate with customers to resolve technical issues, deliver expert guidance and provide consultation and trainings on AspenTech APC software such as Aspen DMC3 and Aspen GDOT. This position requires customer interaction primarily through telephone, E-mails and remote desktop sharing.

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 softwares and track work in a CRM system
• 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/Mentor 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 knowledgebase

What You'll Need

• Bachelor’s or master’s degree in chemical engineering, Electrical/Electronic Engineering, or a closely related discipline
• Advanced degrees (master’s or PhD) are a plus.
• Academic or professional exposure to Control Theory is strongly preferred.
• This role is suited for an experienced process control / industrial technology professional who combines a strong engineering foundation with hands-on experience in advanced control systems, industrial architectures, and customer-facing technical work within process industries: Minimum of 10+ years of relevant experience preferred. University experience may count.
• Strong understanding of chemical engineering and process control concepts, including closed-loop control systems (DCS, PID, computer-based control).
• Hands-on experience working with DMC3/GDOT in or supporting real-world plant, manufacturing, or industrial environments is highly valued.
• Prior experience with AspenTech software or comparable advanced process control or industrial software from other vendors is a plus.
• Experience with APC/DCS interface design, implementation, and application architecture, including controller interface databases and configurations.
• Solid knowledge of industrial systems and architectures, including: Networking, cybersecurity, and system architecture Virtualized, on-premises, and edge deployments Industrial communication protocols such as OPC DA / OPC UA.
• Ability to work confidently with data collection, data manipulation, and variable transformation to support analysis and decision-making.
• Strong written, verbal and presentation skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences.
• Demonstrated coaching and collaboration skills, working effectively with customers and cross-functional teams.
• A customer-first mindset, with the ability to identify opportunities that drive measurable value, adoption, and long-term success.
• Comfortable managing multiple priorities in a fast-paced, customer-facing environment.
• Willingness to travel up to 25%, including occasional international travel.

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 (MRF’s). The MRF’s 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