Associate 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

In this role, you will provide ongoing customer support to ensure reliable performance and world-class customer satisfaction. Working hybrid from our Cluj-Napoca office 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 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 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.
• 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.
• 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.
• Knowledge of public utilities is a plus.
• Previous experience with AspenTech software or another 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.
• Proficiency in technical writing.
• Experience with or knowledgeable about electric power generation, transmission, and distribution.
• Expertise in any of the following areas: electric utility operations, control systems, automation, client/server applications, APIs, web services, network communications, operating systems, algorithms, SQL and other database technologies.