Technical Customer Support Engineer

3DS Dassault Systems Waltham , MA 02154

Posted 1 week ago

Imagine new horizons.

You have dreams? You enjoy a challenge? Here at Dassault Systmes, we empower people with passion to change the world. Let's open new horizons together with the power of 3DEXPERIENCE virtual universes! Shape your career with 3DS! #WeAre3DS

The challenges ahead...

We are seeking a Technical Customer Support Engineer to assist customers by resolving complex support issues involving Dassault Systemes products, including operation, maintenance, database management, operating system, custom code, and performance tuning.

You like to become proficient with new products and features with each new release, and like to understand how to apply this knowledge in the field, share information about product functionality and scope with both internal and external customers. You are self-motivated and eager to learn continuously.

What will your role be?

  • Provide guidance regarding deployment and migration for key customer projects (Cloud and On Premise) and optimized use of our products continuous monitoring of defects and tracking of each customer problem (Cloud and On Premise) via our bug tracking system until resolution with confirmation and validation of every solution provided to the customer from Technical Support

  • Develop (Cloud and On Premise) documentation to share knowledge and capitalize upon the customer experience

  • Create articles, technical briefs, FAQ's within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered

  • Reproduce customer problems and validate solutions

  • Build Environments to demonstrate and confirm the customer problem

  • Determine source of customer problem (product based, structure, environmental)

  • Submit and track issue within our bug tracking system as well as review the problem with our development teams

  • Coordinate communications between yourself, development, and the customer

  • Organize calls with customer to converge upon a resolution

  • Coordinate efforts with Development, Services, and other DS teams to meet customers' targets

  • Contribute towards efforts to improve customer support responsiveness and efficiency

  • Mentor other team members in means of providing a high level of customer satisfaction

  • Submit any field discoveries of tips, techniques and solutions to ensure these are shared throughout our Partner organization and installed customer base

  • Streamline customer support processes; assist in development of internal training activities and information sharing processes

Your Key Success Factors

  • U.S. Citizenship or in hand US Green Card holder

  • Conferred Bachelor degree

  • Support and/or deployment experience with:

  • Multi-tier architecture

  • Enterprise software

  • J2EE application deployment and administration

  • Strong analytical, debug, and problem solving skills, including use of standard tools such as JVisual VM, Fiddler, Visual Studio

  • Positive, self-motivated individual with high enthusiasm and a willingness to learn and incorporate mentoring and coaching into daily tasks and assignments

  • Highly organized with critical attention to details when multitasking in a dynamic customer service environment focusing on an optimal solution

  • Ability to work with little supervision, as well as within a collaborative team structure

  • Solid Project Management aptitude or experience Strong communication skills: 1.) Very strong writing skills utilizing the rules of English grammar; 2.) Verbally clear, concise, and grammatically correct oral (speaking) communication skills in English

Pluses, not required:

  • Support and/or deployment experience with:

  • Full Text Search solutions

  • Cloud solutions

  • Product Lifecycle Management or Product Data Management applications

  • Experience supporting applications with similar underlying technologies, such as Windows, Linux, Oracle/SQLServer, Java applications, and Windows Application Add-ins

  • Advanced knowledge and experience with MS Office products and functions, and SQL

Compensation & Benefits

Dassault Systmes offers an excellent salary with potential for bonus, commensurate with experience that is above average in the local community. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match, 3 weeks' vacation and 8 paid holidays plus 4 floating holidays.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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Technical Customer Support Engineer

3DS Dassault Systems