Technical Lead, Customer Support

7 days ago

Sydney, New South Wales, Australia Aspen Technology Full time

Open Systems International, Inc. (OSI), An AspenTech Business, is a fast-paced, growing, high technology company, headquartered in Medina, Minnesota. As a world leader in the Operations Technology (OT) field, OSI develops and supplies state-of-the-art energy management, optimization and control software solutions to energy utility companies worldwide.

The Role

As a Senior Customer Support Engineer / Supervisor, you will provide ongoing support to complex Operational Technology (OT) systems in the region, ensuring reliability, system performance and world-class customer satisfaction. This challenging and fast paced environment provides opportunity for engineers to expand their technical knowledge in all aspects of the energy utility industry by solving complex, real world issues for our customer base using the tools and processes OSI provides.

Your Impact
- Provide world-class support through creative, intelligent, efficient, and flexible solutions to a variety of technical challenges
- Build lasting relationships with customers through professional, efficient, pleasant, and helpful communication
- Providing technical expertise in all aspects of the energy utility industry through daily interactions with our global customer base
- Provide remote technical support of complex computer-based control data systems to ensure customers system is properly maintained with the highest level of reliability
- Develop leadership capacity through a supportive and engaging culture.
- Manage internal stakeholders to meet internal KPIs and Customers SLAs;
- Support customers as they deploy, configure and report incidents with their OSI system.
- Troubleshoot, resolve, or escalate, and document customer incidents in a timely, efficient, and professional manner according to contract maintenance and warranty
- Stay up to date with relevant industry regulations and document all customer interactions.

What You'll Need
- Australian Citizen or Permanent resident with full working rights, preferably based in Sydney
- Bachelor's degree required, preferably in Electrical Engineering, Systems Engineering or related field.
- 5+ years of experience in Customer technical support.
- Strong technical background in automation and computers.
- Familiarity with power utilities with one or more of SCADA, Energy Management System (EMS), Distribution Management System (DMS), Outage Management System (OMS).
- Knowledge of computer programming preferred.
- Ability to learn new tools and technologies quickly, as well as to learn various languages such as Python or similar.

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