User Success Engineer

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

paid holidays, long term disability, tuition reimbursement, flex time, 401(k)

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

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

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 working 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 with the ability to maintain positive customer and partner relationships.
• Ability to learn quickly, adapt to changing priorities, and work effectively across cultures and teams.
• Strong organizational, time-management, accountability, and prioritization skills.

Role Description & Responsibilities

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

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

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 working 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 with the ability to maintain positive customer and partner relationships.
• Ability to learn quickly, adapt to changing priorities, and work effectively across cultures and teams.
• Strong organizational, time-management, accountability, and prioritization skills.

Inclusion statement

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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state laws and local ordinances. We are committed to fair employment practices and will evaluate all candidates based on their qualifications, regardless of past arrest or conviction history.

Compensation & Benefits

Dassault Systemes 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.

Salary Pay Transparency

Compensation for the role will be commensurate with experience. The total expected compensation range will be between $70000 and $85000, representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus.