Technical Support Engineer – Dassault Systemes’
Seattle, WA
Imagine new horizons…
Do you have dreams? Do you enjoy a challenge? Here at DASSAULT SYSTEMES, we empower people with passion to change the world. Let us open new horizons together with the power of 3DEXPERIENCE virtual universe!
What will your role be?
* As a Technical Support Engineer, you will provide technical support to Dassault Systemes top customers 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 based on 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
* 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 with 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
* Streamline customer support processes; assist in development of internal training activities and information sharing
Diversity statement
Compensation & Benefits
Equal opportunity
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