Customer Service Technical Lead
il y a 5 jours
The Technical Support Engineer will serve as a technical expert, providing primary contact between first/second line support and core engineering teams. This individual will handle work requests that have been routed for diagnosis and implementation, while updating internal and external customers.
Key Responsibilities- Provide technical support for internal and external customers, managing work requests that describe issues, software bugs, or customer problems.
- Develop diagnostic and corrective SQL scripts to resolve customer problems or identify existing scripts or patches that must be applied.
- Distinguish between application database, operating system, network, and hardware problems, taking ownership of issues through to resolution.
- Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions, and communicate status updates to clients.
- Debug applications and log any newly identified resolutions.
- Participate in weekend on-call rotation for important issues escalation.
- Present complex technical information to non-technical audiences.
- Increase subject matter knowledge on Dassault Systèmes products.
- Bachelor's degree in Computer Science, Information Systems, or Life Sciences, or equivalent engineering experience.
- Experience with SQL (MySQL, PostgreSQL, MSSQL).
- 3 – 5 years of experience working in a regulated environment.
- Basic experience with Ruby, Java, and HTML code.
- Experience with application debugging.
- Experience approaching a problem from different angles, analyzing pros and cons of different solutions.
- Experience creating system documentation and meeting multiple team and customer goals independently and in a deadline-sensitive fashion.
- Team-focused approach within diverse teams and ability to quickly adapt to job requirements changing on an ad hoc basis.
- Reference point for the entire team on several application topics and ability to advise on complex technical scenarios.
- Customer focus and ability to understand and define customer needs.
The base salary pay range for this position is $79,500 to $102,906. Base pay is one part of the Total Rewards that Dassault Systèmes provides to compensate and recognize employees for their work.
BenefitsDassault Systèmes believes that benefits should connect employees to the support they need when it matters most. The company provides best-in-class benefits, including medical, dental, life, and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.
Equal Employment OpportunityDassault Systèmes is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law.
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