Principal Technical Support Engineer

4 days ago

Singapur, Singapore Aspen Technology Full time

4 days ago Be among the first 25 applicants

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Your time will be divided between solving customers technical problems with our Engineering software and delivering quality training on our Engineering product courses. In addition, your role will also involve engaging with our Sales teams in pre-sales consulting and other departmental projects as needed. More specifically your duties will include:

Overview
  • Providing “Technical Solutions” to customers for Engineering products, through remote support telephone, web chat and e-mail.
  • Maintaining high quality of support experience and KPIs to customers in terms of SLO, Customer satisfaction and Resolution.
  • Driving improvements to our Engineering software through the communication of your own ideas and customer feedback to our R&D teams.
  • Serve as a technical subject matter expert (SME) and provide technical leadership in specialized areas within our Engineering support team.
  • Develop and maintain Engineering training course materials and curriculum to include newly released software features and functionality.
  • Author white paper solution articles for publication to our user community through our support web knowledge base.
  • Travel to our customer sites where required.
  • Proactively engage with customers on onsite health check visits to identify roadblocks to using our software and ensure follow ups are conducted for timely resolution to identified issues.
  • Participate in alpha and beta testing programs prior to new software version release dates to assess product quality and contribute to final product improvements.
  • Support training course delivery for non-standard courseware where required by customers by engaging in creating course content and workshop examples.
  • Provide coaching to new employees and junior team members
What You\'ll Need
  • A degree in Chemical Engineering is required
  • At least 8 years of previous experience in the chemical or oil and gas industries
  • Previous simulation and modeling experience in using Aspen Plus or similar solutions
  • Ability and motivation to do self-learning or self-training
  • Strong customer relationship and troubleshooting skills
  • Ability to work collaboratively within a team
  • Excellent verbal and written communication skills in English
Additional consideration for
  • Proficiency in Chinese and Malay, or a SEA language- the role covers SEA market

We do not offer relocation support for this role.

Candidates who do not require work visa sponsorship will be prioritised.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service and Engineering
Industries
  • Software Development

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