Technical Customer Support Engineer - APRISO
Long Beach (Los Angeles County) Bachelor's Degree Design / Civil engineering / Industrial engineering
Job description
Dassault Systèmes 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.
Imagine new horizons…
The role of the Technical Customer Support Engineer is to serve and satisfy our Users, Customers, and Partners by providing Superior Technical Expertise. We are seeking a skilled, personable, and energetic support engineer to join our APRISO team in Long Beach, CA.
Do you enjoy challenges and interacting with people? Here at Dassault Systemes, we empower people with passion to learn, change, be part of a team. Let’s open new horizons together with the power of 3DExperience virtual universes! #careersat3DS
What will your role be?
The Technical Customer Support Engineer is the first contact and voice between our customers and the product team. You will be expected to be on your toes, enjoy solving problems, and have positive interactions with our customers through our ticket system/or on a call or web session conference. It is important that you prioritize support tickets and your day in an orderly matter, and that you are able to properly escalate issues using crisis and issue management.
The challenges ahead
· End to End ownership of customer request from opening until closure ensuring customer satisfaction
· Ensure data accuracy (incl. urgency, Defect/Non Defect, Priority, description of problem/scenario, use cases, business process impacts, frequency)
· Promote R&D Best Practices through interaction with customer/end users
· Timely deliver answers /solutions including validating all code corrections against customer scenarios. (i.e. Debug kits/Emergency fixes/Hot fixes/Fix pack)
· Make sure our delegated Partners are delivering against their support SLA per Service Request.
· Participate in customer cadence call, on demand, to convey technical expertise and deliver plans to enhance value & satisfaction.
· Manage Emergency/production down situations for mission critical systems: deliver best in class resolution plan and communicate according to Customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations).
Your key success factors
· Bachelor’s Degree
· 1 to 8 years of successful software solution Customer Deployment and/or R&D background
· Experience in a domain/Industry is a plus
· Basic SQL/C#/.
· Net knowledge is a plus
· Basic windows server admin trouble shooting knowledge is a plus.