Technical Support Engineer

Aspen Technology - Houston, TX

Full-time - Entry Level

Houston, TX

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

AspenTech is seeking a dedicated Customer Support Engineer to join our AI-powered software company, which specializes in helping leading energy, chemical, and engineering companies with their digital transformation. This role focuses on delivering exceptional customer service, troubleshooting complex technical issues, and providing high-quality training to customers. The ideal candidate will work collaboratively across teams to ensure customer satisfaction and drive product improvements, while also developing strong relationships with clients to understand their business needs.

Responsibilities

• Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
• Troubleshoot and resolve complex technical and/or engineering related problems reported by customers using AspenTech's proprietary software.
• Escalate customer issues and drive resolution cross-functionally within AspenTech.
• Deliver high-quality training classes based on relevant principles of engineering and industrial processes to AspenTech customers.
• Develop and maintain customer-focused training materials for new releases and applications in the industry.
• Conduct pre-sales consultations to identify prospects' business problems and articulate AspenTech's products as solutions.
• Develop strong relationships with customers, understanding their business needs and challenges.
• Collaborate 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.
• 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.

Requirements

• Bachelor's or Master's Degree in Engineering in a related discipline.
• Strong understanding of Chemical Engineering principles.
• Knowledge of chemical and manufacturing business processes in the refining, chemical, pharmaceutical, or process industries.
• Minimum of 2+ years of relevant/industry experience preferred, with university experience counting.
• Previous experience with AspenTech software or other advanced tools from another vendor is a plus.
• Ability to present complex information clearly and concisely using 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, usually less than 25% and may occasionally be international.

Nice-to-haves

• Experience in customer support or training roles within the software industry.
• Familiarity with AI-powered technologies and their applications in industrial settings.

Benefits

• Career development programs
• Support for community service projects
• Social events fostering relationship building
• Health insurance
• 401k retirement savings plan
• Paid time off
• Flexible scheduling options