Technical Support Analyst

Job description

We are recruiting for a Technical Support Analyst to join our Technical Support Team based in Cambridge supporting our PLM business within Siemens Industry Software.

This is a fantastic opportunity for a customer-focused individual to work in a friendly team environment responsible for supporting internal and external customers. This role involves pre- and post-sales support, documentation and providing in-depth implementation advice for our software component product suite: Parasolid, Bodyshop and Translator products

This is a varied role where full technical training will be given to the successful candidate. We are looking for someone who has excellent communications skills – spoken and written – with excellent attention to detail and mathematical / physics A-Levels (or equivalent). It would be advantageous but not essential for candidates to have C++ / C# experience.

Please note that while this role offers software engineering content and requires many of the same skills as a software development or testing role, it is not likely to be suitable for those wishing to pursue a career as a full-time software developer.

What are my Responsibilities?

Supporting software engineers using our products to develop CAD/CAM/CAE systems, you will undertake work which is technically challenging and frequently requires thorough investigation, often in collaboration with our Development team.

The successful candidate will have a key role in some or all of the major group activities, including:

· Pre- and post-sales technical support for customer issues
· Championing the cause of the customer
· Customer training anddesign of customer-specific implementation strategies
· Creating technical documentation
· Developing Parasolid applications, demonstration code and support tools

A typical day will involve a wide range of customer-facing activities, including:

· Analysing technical issues reported by customers.
· Providing implementation advice, code examples and other solutions.
· Using product knowledge to decipher the root cause of a problem
· Using group processes, workflows and tools to describe and reproduce customer-reported problems
· Creating software tests based on customer problem reports
· Keeping customers informed about issues that are important to them.
· Prioritising importance of issues based on an understanding of the productivity loss to the customer. Flagging and tracking escalated issues as required.
· Reviewing product and interface specifications to ensure new functionality meets the customer’s needs.
· Managing key technical relationships with customers. Representing the voice of the customer within Siemens.
· Organising Management and Technical review meetings.

What do I need to qualify for this job?

· Degree in a discipline with a high mathematical content (e.g. engineering, physics, mathematics) or equivalent vocational experience.
· Experience of working in a customer support environment or equivalent transferable customer service skills
· Sufficient mathematical knowledge to comprehend and explain the mathematical concepts underlying our software.
· Excellent team-working skills, to support co-workers and achieve team goals.
· Ability to think in 3 dimensions and visualise solid modelling concepts.
· Adept in analytical and problem solving techniques and keen to apply them
· Excellent communication skills – both verbally and in writing.
· Excellent time management skills and attention to detail.

In addition, experience of or an interest in any of the following is an advantage:

· CAD/CAM/CAE/AEC software, which typically uses a modelling kernel such as Parasolid (using, supporting, developing or customising such applications)
· Engineering or Technical Drawing/Drafting: comprehend and communicate product design, testing, manufacture and assembly
· Successful negotiation with development staff and customers on customer issues.
· Customer relationship management: build a rapport and maintain a healthy technical relationship
· Ability to present internally or to customers in a compelling manner
· Developing code in C, C++, or C#, preferably in a Microsoft Visual Studio environment.
· Improvements to working practices (processes, methodologies and tools) to increase efficiency and improve job satisfaction

Siemens PLM Software is a global leader in the growing field of product lifecycle management (PLM) software and services. We've long understood the potential of PLM for business and pioneered many of the product development, management and collaboration technologies that launched the industry. Today, Siemens PLM Software products manage or create more than 40 percent of the world's 3D data.

Siemens offers a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.

Siemens Industry Software is an equal opportunities employer and do not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation or trade union membership.

We are looking forward to receiving your online application. Please ensure you complete all areas of the application form to the best of your ability as we will use this data to review your suitability for the role.