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

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.

We are seeking a Senior Principal Technical Support Engineer to join our Advanced Process Control software support & training team. The ideal candidate should be an innovative thinker, demonstrate high initiative, proactive learning mindset, innovative thinking, have great communication skills and work to the highest ethical standards.

In this role, you will collaborate with customers to resolve technical issues, deliver expert guidance and provide consultation and trainings on AspenTech APC software such as Aspen DMC3 and Aspen GDOT. This position requires customer interaction primarily through telephone, E-mails and remote desktop sharing.

Your Impact

• 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 softwares and track work in a CRM system.
• Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech
• Deliver high-quality intermediate/advanced level 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. Uncover and analyse 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
• 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
• Coach/Mentor fellow team members to enhance their technical skills to help boost their overall contribution
• 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 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.
• This role is suited for an experienced process control / industrial technology professional who combines a strong engineering foundation with hands-on experience in advanced control systems, industrial architectures, and customer-facing technical work within process industries:
• Minimum of 10+ years of relevant experience preferred. 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.