- Writing skills
- J2EE
- Software deployment
- Project management
- Analysis skills
Imagine New Horizons...
Dassault Systèmes, the 3DEXPERIENCE Company, provides businesses and people with virtual universes to imagine sustainable innovations. Serving over 250,000 clients in 11 industries, from high-tech to life sciences, fashion to transportation, we help businesses and people around the world to create sustainable innovations for today and tomorrow
Our team has an immediate opening for a Technical Support Engineer. This position can be in Waltham, MA or one of our many other office locations throughout the US.
Shape your career with 3DS! #WeAre3DS
What will your role be?
As a Technical Support Engineer, you will provide technical support to resellers and end users of our DS products (Cloud and On Premise)
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
The challenges ahead:
Build Environments to demonstrate and confirm the customer problem
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
Flexibility to assist in problem resolution efforts with Customers and development teams across different time zones
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:
Product Design experience with fluency in a collaborative parametric solid modeling CAD tool, such as CATIA or SOLIDWORKS
Cloud and/or complex Enterprise Software
Strong Product Lifecycle Management (PLM) experience from concept, release through end of life using enterprise PLM tools such as ENOVIA/3DEXPERIENCE, SmarTeam, Windchill or Team Center.
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