Role and Responsibilities

DELMIAWorks, a brand of Dassault Systemes, was born on the shop floor and has been evolving for over 30 years to become a leader in MES and ERP software for manufacturers. Our software helps run almost all aspects of a manufacturing business; from quoting to shipping, business financials to cost accounting, and communicating with the manufacturing machines.

DELMIAWorks is looking for a motivated Software Support Engineer to join our team in Paso Robles, CA as a preferred location or other Dassault Systemes office location are welcomed. This role is for a client-focused Software Support Engineer with a solid technical background and understanding of coding and logic to provide post-sales support for our enterprise software solution

• Software Support Engineers primarily focus on providing world class product support via phone, email, service portal, and chat to customers in their use of the eCommerce suite of products within our enterprise software

• Our support model enables support engineers to work directly with customers to diagnose and solve a range of issues, including but not limited to: user education, bug reporting, customization of customer scripts and packages, back-end data analysis/troubleshooting, and working with R&D to improve the quality of the DELMIAWorks software

• DELMIAWorks Support Engineers document customer issues and create articles within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.

• Use your knowledge of the software to help our customer's EDI team review and troubleshoot data or software issues to accurately and efficiently import and export data

• Work to determine the source of, reproduce, and validate solutions for customer problems

• Interpret specifications and develop new or modify existing custom code to our customer's business needs

• Exceed customer response time and case resolution expectations by continually learning new features, updates, and processes within both the software and the department

• Collaborate with colleagues on cases through mentoring and brainstorming to provide creative customer solutions

• Support our reputation as a company providing excellent quality software and support to our DELMIAWorks customers

• Other duties as assigned

Qualifications

• Bachelor's degree in relevant field (Computer Science, Mathematics, Engineering, etc.) required - work experience can be considered in lieu of a BS

• Coding experience in either a school or work environment

• Strong communication skills both verbally and in writing

• Be an avid problem solver with a strong desire to be in a customer-facing role

• Ability to work in a fast pace environment and deliver quality solutions under pressure

• Detail-oriented with ability to adjust in a dynamic environment

• Be able to define problems, collect data, establish facts, and draw valid conclusions

• Comfortable working across regions and cultures

• English proficiency is required

• Ability to work independently and within a collaborative team structure

• Comfortable working in a Windows desktop environment

Preferred but not required:

• Prior experience with EDI or eCommerce

• Prior experience delivering technical support for enterprise software

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The total expected compensation range for this role will be between $63,000 and $70,000. In determining the pay range, we take into consideration experience, pay of employees in similar positions, and other job-related factors .

Diversity statement

As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.

Compensation & Benefits

Dassault Systèmes offers an excellent salary with potential for bonus, commensurate with experience. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match (50 cents on the dollar, up to the first 8% of your eligible compensation that you contribute based on match eligibility criteria), flexible time off policy, and 10 paid holidays.

Equal opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS 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 (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.