Technical Support Engineer I

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 training, and working amongst cross-functional teams for the best solutions. Our goal is to continuously provide product improvements, business growth, with the highest level of customer satisfaction. Your Impact 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. As a Customer Support Engineer, your responsibilities will include to: 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 deployment, and performance optimization for SCADA-based solutions using the Monarch platform. Support the configuration, maintenance, and diagnostics of hardware, 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 and compliance standards. Perform system validation and provide on-site or remote support under the supervision of senior or lead engineers. Work alongside senior engineers to deliver technical assistance throughout the solution lifecycle—including post-deployment support and maintenance—by resolving alarms, telemetry issues, and operator interface concerns within the Monarch SCADA system. 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 relevant European regulations, cybersecurity practices, and operational standards. 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. Deliver high-quality training classes, based on the 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, based on relevant engineering principles and industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution. 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 in AspenTech’s pre-release software testing program to drive improved product quality. 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 or related field. Masters’ degree preferred Strong technical background in automation and computers Minimum of 2+ year(s) Relevant/industry experience preferred. University experience may count. Knowledge of public utilities is a plus Previous experience with AspenTech software or other advanced tool from another vendor is a plus. 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. 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. If you're looking to make a difference every day and push the limits of performance, AspenTech is doing things no one else thought was possible. As a leading industrial software partner, we help companies all over the world run safer, greener, longer and faster. With over 3700 employees and more than 60 global locations, AspenTech is meeting today's sustainability and business challenges head-on with unmatched expertise, cutting-edge AI-powered technology and a passion to innovate. AspenTech is an Equal Opportunity/Affirmative Action employer. AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, citizenship, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law. Reasonable Accommodation: We will provide reasonable accommodations to qualified individuals who have a disability or sincere religious reasons to request accommodation, when necessary to enable the individual to participate in the job application or interview process. If you wish to request an accommodation, please contact us at recruiting@aspentech.com. GDPR Privacy Notice: AspenTech collects a range of personal information during the recruitment process. This may include the following personal or special categories of personal data: recruitment information such as your application form and resume, references, qualifications and membership of any professional bodies and details of any pre-employment assessments; your contact details and date of birth; your gender; your marital status and family details; your identification documents including passport and driver's license and information in relation to your immigration status and right to work with us; information about your contract of employment (or services) including start and end dates of employment, role and location, working hours, details of promotion, salary (including details of previous remuneration), pension, benefits, and holiday entitlement; your racial or ethnic origin; any criminal convictions and offences. AspenTech Security and Privacy Policy Plan Participants Enrolled in the AspenTech US Medical Plans: The Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRF’s). The MRF’s for the benefit package options under AspenTech’s US Employee Benefit Plan are linked below: Transparency in Coverage Rule - Machine Readable Files Transparency In Coverage Rule And Consolidated Appropriations Act Overview and FAQS