Technical Support Engineer - SOLIDWORKS (Data Management)

Reference
518692
Contract Type
Permanent
Sector
Customer Service, Engineering, IT
Location
Cambridge
Salary
N/A
Expiry Date
06/10/2021
As a Technical Support Engineer, you will provide technical support to resellers and end users of our Data Management solutions.

Job Description

Imagine new horizons...

DASSAULT SYSTEMES, the 3DEXPERIENCE Company, provides businesses and people with virtual universes to imagine sustainable innovations. Serving over 250,000 clients in 11 industries, from high-tech to life sciences, fashion to transportation, we help businesses and people around the world to create sustainable innovations for today and tomorrow

Our SOLIDWORKS team has an immediate opening for a Technical Support Engineer.  This position will be on our Cambridge (UK) office.

Shape your career with 3DS! #WeAre3DS

 

What will your role be?

As a Technical Support Engineer, you will provide technical support to resellers and end users of our Data Management solutions.
Build meaningful relationships with our Users and Partners, share our knowledge and know-how, and provide technical assistance to help our valued clients achieve their needed business outcomes with our 3DEXPERIENCE Works portfolio of cloud solutions and SOLIDWORKS Desktop solutions.
Demonstrate superior technical expertise by answering community questions, service requests, and listening to feedbacks and communicate improvements.

 

Your Challenges Ahead

Provide reactive and proactive/preventive technical support to clients using offerings spanning a possible scope of 3DEXPERIENCE Works cloud solutions and SOLIDWORKS Desktop data management solutions primarily in EMEAR region, but also worldwide and address all client’s requests in a timely manner.
Be an active member of the online communities as needed (SOLIDWORKS Forums, IFWE Experience communities).
Deliver support assistance within SLA on each Service Request.
Participate in client-facing calls along with Partner support teams to convey technical expertise and deliver plans to enhance value & satisfaction.
Listen and capitalize on user's feedbacks to guide R&D to improve solutions based on user's needs. Work with the R&D team to define the product. Promote R&D Best Practices through interaction with client/users.
Communicate improvements to users.
Drive the identification of reproducible scenarios behind complex incidents and drive problem solving together with development teams. Assist Customer Success teams and be the Dedicated Technical Expert for selected Enterprise Subscription Service accounts.
Have a strong desire to provide the best experience possible to the clients, be positive, pro-active, and ready to embrace changes.
Contribute to the support of Beta Programs.
Deliver high-value Best Practices (Platform/Infrastructure related).
Capitalize on “service requests” through Q&A / FAQ’s / Dos & don’ts / Webinars / User communities’ posts
Demonstrate excellent communication at all levels.

Your Key Success Factors:

  • Bachelor’s Degree or higher in Computer Science, Computer Engineering, Engineering or similar discipline
  • Experienced with SQL database systems, network IT management, and/or PDM/PLM systems
  • Previous experience using  SOLIDWORKS Data Management solutions
  • Previous experience supporting cloud solutions (SAS) a plus.
  • Communicating to users in online communities to provide community-based support.
  • Excellent working knowledge of PC based computer systems, networks, installation, product activation and Active Directory deployment
  • Prior client facing experience working resolving critical technical and account issues
  • Strong problem solving and analytical skills
  • Crisis and issue management
  • Strong, grammatically correct oral communication and writing skills
  • Ability to coordinate projects and work with various departments within the organization
  • 3DS Company Knowledge
  • Service Requests Management Process and Tools
  • Peer cooperation
  • Knowledge capitalization
  • Time and Priority Management
  • Client Focus