Sr Principal Technical Support Engineer (Must have Advanced Process Control Exp)

About 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. As a Senior Principal Technical Support Engineer, you will join our Advanced Process Control software support & training team, collaborating with customers to resolve technical issues, deliver expert guidance, and provide consultation and training on AspenTech APC software such as Aspen DMC3 and Aspen GDOT. This position requires customer interaction primarily through telephone, emails, and remote desktop sharing.

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 and track work in a CRM system.
• Escalate customer issues and drive resolution cross-functionally within AspenTech.
• Deliver high-quality intermediate/advanced-level training classes based on relevant principles of engineering and industrial processes to AspenTech customers.
• Develop and/or maintain customer-focused training materials for new releases and new applications in the industry.
• Conduct pre-sales consultations to identify prospects’ business problems and articulate AspenTech’s products as solutions, based on relevant engineering principles and industrial processes.
• 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.
• 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.
• Coach and mentor fellow team members to enhance their technical skills and boost their overall contribution.
• 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 chemical engineering, electrical/electronic engineering, or a closely related discipline. Advanced degrees (master’s or PhD) are a plus.
• Academic or professional exposure to Control Theory is strongly preferred.
• Minimum of 10+ years of relevant experience (university experience may count).
• Strong understanding of chemical engineering and process control concepts, including closed-loop control systems (DCS, PID, computer-based control).
• Hands-on experience working with DMC3/GDOT in or supporting real-world plant, manufacturing, or industrial environments is highly valued.
• Prior experience with AspenTech software or comparable advanced process control or industrial software from other vendors is a plus.
• Experience with APC/DCS interface design, implementation, and application architecture, including controller interface databases and configurations.
• Solid knowledge of industrial systems and architectures, including:
  • Networking, cybersecurity, and system architecture.
  • Virtualized, on-premises, and edge deployments.
  • Industrial communication protocols such as OPC DA / OPC UA.
• Ability to work confidently with data collection, data manipulation, and variable transformation to support analysis and decision-making.
• Strong written, verbal, and presentation skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences.
• Demonstrated coaching and collaboration skills, working effectively with customers and cross-functional teams.
• A customer-first mindset, with the ability to identify opportunities that drive measurable value, adoption, and long-term success.
• Comfortable managing multiple priorities in a fast-paced, customer-facing environment.
• Willingness to travel up to 25%, including occasional international travel.

Skills

• Innovative thinking and high initiative with a proactive learning mindset.
• Great communication skills and adherence to the highest ethical standards.