Customer Success Engineer – EDI & Support

Dassault Systemes; Paso Robles (CA); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

paid holidays

long term disability

tuition reimbursement

flex time

401(k)

Job summary

Dassault Systemes is seeking a User Success Engineer to provide high-quality technical support and ensure the satisfaction of customers, partners, and users. This role will build strong customer relationships, resolve technical issues, and promote knowledge sharing across the organization.

The position emphasizes troubleshooting, documentation of solutions, and guiding customers through EDI-related challenges while collaborating with cross-functional teams in a global environment.

Qualifications

• Bachelor's degree in Computer Science or a related field preferred.
• Four to five years of experience in technical support, user support, customer success, software deployment, or a related area.
• Experience in a customer-facing technical support environment.
• Working knowledge of programming concepts and an interest in computer programming and EDI.
• Knowledge of database systems; experience with Oracle and PL/SQL is preferred.
• Familiarity with Microsoft Windows environments and Microsoft Office.
• Strong troubleshooting, problem-management, and problem-solving skills.
• Experience with customer relationship management, performance testing methodologies, and technical support tools.
• Ability to manage production issues, competing priorities, and time-sensitive customer requests.
• Excellent written and verbal communication skills.
• Strong customer-service orientation and ability to maintain positive relationships.
• Ability to learn quickly, adapt to changing priorities, and work across cultures and teams.
• Strong organizational, time-management, accountability, and prioritization skills.

Responsibilities

• Understand customer requests and provide accurate, timely solutions per SLAs.
• Troubleshoot EDI-related issues and guide customers to resolutions.
• Document and share technical knowledge, solutions, and best practices.
• Create incident reports for R&D when issues require further investigation.
• Validate proposed product corrections before communicating or delivering them to customers.
• Manage production-down and mission-critical situations with clear communication and resolution plans.
• Support partners with technical support responsibilities and monitor service-level performance.
• Activate security incident-management procedures when a potential security issue is identified.
• Communicate product updates and changes to users.
• Identify opportunities to expand Dassault Systemes solutions through customer interactions.
• Follow R&D and support processes while meeting activity and performance indicators.
• Contribute to solution deployment and the growth of the DELMIAWorks integrated EDI solution.

Skills

Troubleshooting

Communication skills

Time management

Customer service orientation

Adaptability

Learning aptitude

Cross-cultural teamwork

Education

Bachelor's degree in Computer Science or related field

Tools

Oracle/PLSQL

CRM systems

Technical support tools

Windows/Microsoft Office

Job description

Dassault Systemes is seeking a User Success Engineer to provide high-quality technical support and ensure the satisfaction of customers, partners, and users. This role will build strong customer relationships, resolve technical issues, and promote knowledge sharing across the organization.

The position emphasizes troubleshooting, documentation of solutions, and guiding customers through EDI-related challenges while collaborating with cross-functional teams in a global environment.