Senior technical support engineer

3 weeks ago

Mumbai, India Aspen Technology Full time
The driving force behind our success has always been the people of Aspen Tech. 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
Reporting to the Customer Support and Training area leader, the Technical Support Engineer will be responsible for providing remote and onsite technical support and training activities for Aspentech SSE’s Geological Modeling product suite: Aspen RMS and Aspen SKUA.
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 Aspen Tech’s proprietary software.
Responsible for the escalation of customer issues and driving the resolution cross-functionally within Aspen Tech.
Deliver high-quality training classes, based on the relevant principles of geosciences and upstream workflows, to Aspen Tech 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 geoscience principles and upstream workflows, to identify prospects’ business problems and articulate Aspen Tech’s products as the solution. Uncover and analyze 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 Aspen Tech functions to maintain and develop activities. opportunities.
Function as a subject matter expert in Aspen Tech’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 Aspen Tech solutions in customer business environments; execute various departmental improvement projects as needed; author technical white papers for publication to Aspen Tech’s web knowledge base.
What You'll Need
Bachelor's Degree in Geoscience-related disciplines such as Geology, Geophysics, or Petroleum Engineering
Experience working at an international or national company in the energy sector using software applications for reservoir modeling
Knowledge of New or Renewable Energy workflows (like CCS, Geothermal Energy) is a plus
Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
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 30% and may occasionally be international.

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