Technical Support Engineer I

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 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 collaborating across functions to deliver effective solutions. Supporting customers who operate critical infrastructure requires a strong commitment to operational excellence, responsiveness, and service reliability. The team is entrusted with helping maintain the stability and availability of systems that support essential business and societal functions, making customer success, risk management, and continuous improvement key priorities. Our goal is to continuously provide improvements, drive business growth, and achieve the highest level of customer satisfaction. In this role, you will provide ongoing customer support to ensure reliable performance and world-class customer satisfaction. Working from our Cluj-Napoca office (Emerson Campus) and from company and customer sites across Europe as required, the successful applicant will contribute to delivery excellence in customer support of utility customers in the energy generation transmission and distribution industries. Your Impact Participate in customer meetings across the Europe region to understand support needs related to power system control applications. Assist in the planning and execution of support activities, including system troubleshooting, patch development and deployment, performance optimization for SCADA-based solutions using the proprietary Monarch platform. Support the configuration, maintenance, and diagnostics of software, and communication networks used in real-time control of electric power systems. Adapt SCADA system settings and network configurations to meet European customer requirements, compliance and performance standards. Perform system validation and provide on-site or remote support under the supervision of senior or lead engineers. Work alongside senior engineers to provide technical support throughout the solution lifecycle, including post-deployment support and maintenance. Troubleshoot and resolve issues related to SCADA system operations, communication protocols (e.g., IEC 60870-5-104, DNP3), historian applications, system maintenance tools, data acquisition and telemetry, user interface performance, system integrations, and overall solution availability and reliability. Contribute to the preparation of customer-facing documentation, troubleshooting procedures, and user training materials. Ensure all support activities meet agreed service levels and align with cybersecurity practices, and operational standards. Operate on platforms installed on various OS’s – Linux and Windows. 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. 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 across AspenTech’s product portfolio, providing advanced technical guidance, troubleshooting complex customer issues, and driving effective resolution outcomes. 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 Degree required in Electrical Engineering, Systems Engineering, Automation Engineering, Computer Science or related field. Strong technical background in automation and computers. Minimum 2 years of relevant industry experience preferred. Knowledge of public utilities is a plus. Experience with AspenTech Digital Grid Management (DGM) products, or with comparable SCADA, EMS, DMS, GMS or utility operations platforms from other vendors, is considered a plus. Knowledge of SQL databases including Microsoft SQL Server, MySQL, PostgreSQL, Oracle, general DBMS concepts, and Cassandra concepts is considered a plus. Customer Service Management application experience is a plus. Jira and Confluence knowledge is a plus. Ability to learn large volumes of information. 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.