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Software Support Engineer
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As a Senior R&D Support Engineer at Ansys, you will be responsible for designing and implementing a robust and scalable support process for the SimAI platform. This includes handling both L1 and L2 support requests, as well as establishing the support pipeline and managing relationships with internal and external stakeholders.
Key Responsibilities
- Provide high-quality support to customers, including training and documentation requests.
- 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.
- Work with cloud support teams at Ansys to identify synergies.
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: Experience with Python, TypeScript, and Vue3.
- Software development certification or experience on open-source software is a plus.
- Customer Service: Driven by the willingness to satisfy users and customers with high-quality support, especially when things do not go as expected.
- Tools and Software: Proficiency with support tools and software, such as ticketing systems (e.g., Zendesk, Shortcut, Jira), remote support tools, and monitoring systems.
