Sr. Technical Support Engineer

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.

The RoleThis person will provide ongoing support to complex OT systems throughout the world, ensuring reliability, system performance and world-class customer satisfaction. This challenging and fast paced environment provides opportunity for engineers to expand their technical knowledge in all aspects of the energy utility industry by solving complex, real world issues for our customer base.

Your Impact

• Lead and manage a team of technical engineers, driving them to exceed customer support KPIs and enhance overall customer support experience.
• Inspire and motivate the team through guidance, mentoring, and coaching, focusing on improving daily operations and elevating customer interactions.
• Continuously monitor and analyze team performance against KPIs, providing periodic reports to management with actionable insights.
• Provide remote technical support, addressing customer queries and troubleshooting issues related to OSI Products, ensuring timely and effective resolutions.
• Record and track all customer interaction through CRM software.
• Actively contributing ideas for better customer service and continuously improve the quality of service provided.
• Develop strong relationships with customers, building an understanding of their business needs and challenges
• Showing a passion for continued learning, staying abreast of new technology and trends.
• Work with other technical teams for the inputs and their support in day-to-day activities
• Coach fellow team members to enhance their technical skills to help boost their overall contribution.
• Deliver or support delivery of high-quality intermediate/advanced level training classes, based on the relevant principles of engineering and industrial processes, to AspenTech customers.
• 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 knowledge base.

What You'll Need

• Bachelor’s degree in Electrical/ Electronics /Computer/Software Engineering.
• 5+ years experienced.
• Power Utility experience preferred.
• Exposure to SCADA/control systems – Knowledge on OSI Monarch SCADA system is an added advantage.
• Knowledge of SCADA protocols like IEC101, IEC104, MODBUS, DNP and ICCP systems.
• Knowledge of SQL databases viz. SQL Server, MySQL, PostgreSQL, Oracle, Chronus, DBMS concepts.
• Must be well familiar with basic networking skills (Windows OS, Red hat OS Switches and Firewall troubleshooting knowledge)
• Excellent Customer Management Skills.
• Excellent communication and writing skills, and ability to facilitate your own meetings as necessary.
• Good troubleshooting skills.
• Knowledge of computer programming. An introduction to C programming is a minimum.
• Ability to work on several projects in parallel in a fast-paced environment.
• Location preference – Bengaluru
• Ability and flexibility to occasional travel to domestic and international customer sites (10 %).
• #LI-RR1