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Customer Support Technical Specialist

Il y a 2 mois

VélizyVillacoublay, Île-de-France Dassault Systèmes Temps plein

Company Overview:

Dassault Systèmes: Innovating Together for a Better Future

Team Overview:

The Customer Support Technical Assistance Engineer serves as a vital technical resource, acting as the primary liaison between initial support teams and core engineering divisions. You will manage technical inquiries that require diagnosis and resolution while keeping both internal and external stakeholders informed. This role involves directly addressing work requests or collaborating with core engineering teams and the R&D department for issues that are not previously documented. Additionally, the Technical Assistance Engineer will identify application defects, conduct testing, and document findings for the engineering teams to address as part of product enhancement.

Key Responsibilities:

  • Deliver support to both internal and external clients
  • Oversee work requests detailing issues, software bugs, or customer challenges, ensuring ownership until resolution
  • Create diagnostic and corrective SQL scripts to address client issues or identify existing scripts or patches that need application
  • Differentiate between application database, operating system, network, and hardware issues, maintaining ownership until resolution
  • Reproduce technical problems, diagnose root causes, identify temporary solutions, and provide status updates to clients
  • Debug applications and document any newly discovered resolutions
  • Participate in on-call rotations during weekends for critical issue escalation
  • Communicate complex technical information to non-technical audiences effectively
  • Enhance knowledge of Dassault Systèmes products
  • Possess a Bachelor's degree in Computer Science, Information Systems, Life Sciences, or equivalent engineering experience
  • Demonstrate proficiency in SQL (MySQL, PostgreSQL, MSSQL)
  • Have 3 to 5 years of experience in a regulated environment
  • Show basic knowledge of Ruby, Java, and HTML coding
  • Exhibit experience in application debugging
  • Approach problems from multiple perspectives, analyzing the advantages and disadvantages of various solutions
  • Create system documentation while balancing multiple team and customer objectives independently and under tight deadlines
  • Adopt a collaborative approach within diverse teams and adapt swiftly to changing job requirements
  • Serve as a reference point for the team on various application topics and provide guidance on complex technical scenarios
  • Maintain a customer-centric focus and the ability to understand and articulate customer needs

Compensation and Benefits:

The salary range for this position is competitive and reflective of the candidate's expertise and experience.

Dassault Systèmes believes in providing comprehensive benefits that support employees' needs, including medical, dental, life, and disability insurance; 401(k) matching; flexible paid time off; and paid holidays.

Equal Employment Opportunity:

Dassault Systèmes is committed to ensuring equal employment and advancement opportunities for all individuals. Employment decisions are based on merit, qualifications, and abilities, without regard to any characteristic protected under applicable law.

Applications will be accepted on an ongoing basis until the position is filled.