User Success Engineer

Role Description & Responsibilities

Dassault Systèmes 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 Systèmes 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.