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

Aspen Technology•Medina, MN

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Technical Support in Utility or Software Industry

Responsibilities

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.
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.
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.
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.