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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 for a Sustainable Future

Team Overview:

The Customer Support Technical Assistance Engineer serves as a vital technical resource, acting as the primary liaison between front-line support and core engineering teams. This role involves managing technical inquiries that require diagnosis and implementation while keeping both internal and external stakeholders informed. The Technical Assistance Engineer will directly address work requests or collaborate with core engineering teams and the R&D department for issues that are not previously known or require defect reporting. Additionally, this position involves identifying application defects, testing, and documenting them for resolution by the core engineering teams.

Key Responsibilities:

  • Deliver support to both internal and external clients
  • Oversee work requests detailing issues, software bugs, or customer concerns, ensuring ownership until resolution
  • Create diagnostic and corrective SQL scripts to address customer issues or identify necessary existing scripts or patches
  • Differentiate between application database, operating system, network, and hardware issues, taking full ownership until resolution
  • Reproduce technical problems, diagnose their causes, identify temporary solutions, and communicate updates to clients
  • Debug applications and document any newly discovered resolutions
  • Participate in an on-call rotation during weekends for critical issue escalation
  • Effectively present complex technical information to non-technical audiences
  • Enhance subject matter expertise on Dassault Systèmes products
  • Possess a Bachelor's degree in Computer Science, Information Systems, Life Sciences, or equivalent engineering experience
  • Demonstrate proficiency with SQL (MySQL, PostgreSQL, MSSQL)
  • Have 3 to 5 years of experience in a regulated environment
  • Basic knowledge of Ruby, Java, and HTML coding
  • Experience in application debugging
  • Ability to approach problems from various perspectives, analyzing the pros and cons of different solutions
  • Experience in creating system documentation while balancing multiple team and customer objectives independently and under tight deadlines
  • Exhibit a team-oriented approach within diverse teams and adapt quickly 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 define customer needs

Compensation Overview:

The salary range for this position is competitive and reflects various factors, including function, level, candidate expertise, experience, and geographic location.

Equal Employment Opportunity:

Dassault Systèmes is committed to providing equal employment and advancement opportunities to all individuals. Employment decisions are based on merit, qualifications, and abilities, without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, national origin, age, disability, veteran status, or any other characteristic protected under applicable law. Reasonable accommodations will be made for qualified individuals with known disabilities.

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