Principal Technical Support Engineer (Exp- Technical Support in Utility or Software Industry)

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

The Principal Technical Support Engineer is a senior individual contributor who provides technical leadership and strategic impact across the Support & Training organization. This role owns the most complex and critical customer issues, anticipates technical risks, and directly influences product quality, support strategy, and customer outcomes.

The Principal Engineer serves as a trusted advisor to customers and internal stakeholders and leads cross functional resolution efforts with significant business visibility. This role is expected to “see around corners,” proactively identify emerging issues, and mentor the broader support team.

Your Impact

Key Responsibilities

Technical Leadership & Escalation Ownership

• Act as the highest‑level technical escalation point for mission‑critical and highly complex customer issues.
• Lead cross‑functional issue resolution efforts, coordinating Engineering, Product, Services, and Leadership stakeholders.
• Define investigation strategies for ambiguous or systemic technical problems.
• Anticipate future technical risks and proactively alert management with recommended mitigation plans.

Strategic Customer Engagement

• Serve as a trusted technical advisor for strategic and high‑value customer accounts.
• Deliver advanced training, workshops, and on‑site technical engagements.
• Conduct deep‑dive system reviews and health assessments, identifying optimization opportunities.
• Represent Support in executive‑level customer discussions when required.

Organizational & Business Impact

• Drive continuous improvement of support processes, tooling, and technical standards.
• Author advanced technical content, white papers, and knowledgebase materials for internal and external use.
• Influence product roadmap and quality through structured feedback, defect analysis, and solution recommendations.
• Collaborate with leadership on departmental initiatives and cross‑business programs.

Mentorship & Enablement

• Coach and mentor Senior and mid‑level engineers to elevate technical depth and troubleshooting effectiveness.
• Lead knowledge‑sharing initiatives and act as a role model for engineering excellence.
• Informally guide teams through complex investigations and post‑incident reviews.

What You'll Need

• Bachelor’s degree in Electrical Engineering, Power Systems Engineering, Computer Engineering, or related field.
• 8–12 years of relevant professional experience, including significant time in complex, customer‑facing technical roles.
• Deep expertise in complex software systems, automation platforms, or critical infrastructure environments.
• Proven ability to independently solve ambiguous, high‑impact technical problems.
• Exceptional communication skills, including technical writing and executive‑level presentations.
• Willingness to work on‑site in Medina, MN (4 days per week).
• Willingness to travel up to 25%, primarily within North America.

The salary range for this role is $115,100.00 - $143,900.00. This range represents what we in good faith believe is the range possible for base compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range based on several factors. This range may be modified in the future. This role is also eligible for bonus or variable incentive pay. Additionally, we offer a comprehensive benefits package including paid time off, charitable giveback day, medical/dental/vision insurance, and retirement benefits to eligible employees.

Provides industrial software for asset optimization and process simulation.