Advanced Technical Support Specialist
il y a 6 jours
Job Description
We are seeking a highly skilled Senior R&D Support Engineer AI to join our team at Ansys, Inc. The ideal candidate will have a strong background in AI and software development, with experience in providing technical support to customers.
Key Responsibilities
- Customer Interaction
- Act as the primary point of contact for escalated technical issues, providing clear and concise updates to customers.
- Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
- Advanced Technical Support
- Identify and troubleshoot complex technical problems reported by customers or internal teams.
- Provide solutions to resolve technical issues, ensuring minimal disruption to customer operations.
- Manage high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
- Escalate unresolved issues to higher-level technical experts or developers.
- System and Process Improvement
- Identify and implement improvements in L1 and L2 support processes to enhance efficiency and effectiveness.
- Introduce the right tools to handle support in an effective, efficient, and scalable manner.
- Provide feedback to development and product teams based on customer issues and support experiences to drive product improvements.
- Create and maintain a knowledge base of common issues and solutions to help the support team and customers.
Requirements
BS in Engineering, Computer Science, or related field with 5 years' experience, MS with 3 years' experience, or PhD. 3-5 years in a Support Team, ideally in a SaaS scaleup: Deep understanding of the technologies related to Web SaaS products. Experience with Python, typescript, and vue3. Software development certification or experience on open-source software is a plus.
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