Advanced Technical Support Specialist

il y a 6 jours


Paris, Île-de-France ANSYS, Inc. Temps plein

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

  1. Customer Interaction
    1. Act as the primary point of contact for escalated technical issues, providing clear and concise updates to customers.
    2. Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
  2. Advanced Technical Support
    1. Identify and troubleshoot complex technical problems reported by customers or internal teams.
    2. Provide solutions to resolve technical issues, ensuring minimal disruption to customer operations.
    3. Manage high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
    4. Escalate unresolved issues to higher-level technical experts or developers.
  3. System and Process Improvement
    1. Identify and implement improvements in L1 and L2 support processes to enhance efficiency and effectiveness.
    2. Introduce the right tools to handle support in an effective, efficient, and scalable manner.
    3. Provide feedback to development and product teams based on customer issues and support experiences to drive product improvements.
    4. 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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