Software Support Engineer

Role Description & Responsibilities

DELMIAWorks, a brand of Dassault Systemes, was born on the shop floor and has been evolving for over 30 years to become a leader in MES and ERP software for manufacturers. Our software helps run almost all aspects of a manufacturing business; from quoting to shipping, business financials to cost accounting, and communicating with the manufacturing machines.

DELMIAWorks is looking for a motivated Software Support Engineer ( User Success Engineer) to join our team in Paso Robles, CA as a preferred location or other Dassault Systemes office locations such as: San Diego, CA; Woodland Hills, CA or Waltham, MA. This role is for a client-focused Software Support Engineer with a solid technical background and understanding of accounting practices to provide post-sales support for our enterprise software solution. #WeAre3DS

• Software Support Engineers primarily focus on providing world class product support via phone, email, service portal, and chat to customers in their use of the Accounting Suite of products within our enterprise software

• Our support model enables support engineers to work directly with customers to diagnose and solve a range of issues, including but not limited to: user education, bug reporting, back end data analysis/troubleshooting, and working with R&D to improve the quality of the DELMIAWorks software

• DELMIAWorks Support Engineers document customer issues and create articles within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.

• Use your knowledge of the software to help our customer's finance teams review and troubleshoot data or software issues to create and maintain accurate records and audit trails

• Work to determine the source of, reproduce, and validate solutions for customer problems

• Exceed customer response time and case resolution expectations by continually learning new features, updates, and processes within both the software and the department

• Collaborate with colleagues on cases through mentoring and brainstorming to provide creative customer solutions

• Support our reputation as a company providing excellent quality software and support to our DELMIAWorks customers

Qualifications

• Bachelor's degree in relevant field (Computer Science, Mechanical, Manufacturing, or Industrial Engineering, Business, Mathematics, Accounting, etc.) required - work experience can be considered in lieu of a BS

• Strong communication skills both verbally and in writing

• Be an avid problem solver with a strong desire to be in a customer-facing role

• Ability to work in a fast pace environment and deliver quality solutions under pressure

• Detail-oriented with ability to adjust in a dynamic environment

• Be able to define problems, collect data, establish facts, and draw valid conclusions

• Comfortable working across regions and cultures

• English proficiency is required

• Ability to work independently and within a collaborative team structure

• Comfortable working in a Windows desktop environment

Preferred but not required:

• Prior experience delivering technical support for enterprise software

• Experience working within finance, bookkeeping, or cost accounting software

• A working knowledge of accounting functions including AP, AR, GL, financial reporting, and cost accounting

• OR Experience using ERP/Manufacturing Software

Shape your career with 3DS! #WeAre3DS

"Compensation for the role will be commensurate with experience. The total expected compensation range will be between $45,000 - $65,000 (paid in an hourly pay), representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus".