Be the next big change > Dassault Systèmes
Be the Next Game Changer

Technical Customer Support Engineer

United States, WA, Bellevue

Technical Support Engineer – Dassault Systemes’

Seattle, WA


Imagine new horizons...

Do you have dreams? Do you enjoy a challenge? Here at DASSAULT SYSTEMES, we empower people with passion to change the world. Let us open new horizons together with the power of 3DEXPERIENCE virtual universe! 

What will your role be?

·  As a Technical Support Engineer, you will provide technical support to Dassault Systemes top customers end users of our DS products (Cloud and On Premise)

·  Provide guidance regarding deployment and migration for key customer projects (Cloud and On Premise) and optimized use of our products, continuous monitoring of defects and tracking of each customer problem (Cloud and On Premise) via our bug tracking system until resolution, with confirmation and validation of every solution provided to the customer from Technical Support

·  Develop (Cloud and On Premise) documentation to share knowledge and capitalize based on the customer experience

·  Create articles, technical briefs, FAQ's within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered


The challenges ahead

·       Build Environments to demonstrate and confirm the customer problem

·       Reproduce customer problems and validate solutions

·       Determine source of customer problem (product based, structure, environmental)

·       Submit and track issue within our bug tracking system as well as review the problem with our development teams

·       Coordinate communications with development and the customer

·       Organize calls with customer to converge upon a resolution

·       Coordinate efforts with Development, Services, and other DS teams to meet customers' targets

·       Contribute towards efforts to improve customer support responsiveness and efficiency

·       Mentor other team members in means of providing a high level of customer satisfaction

·       Streamline customer support processes; assist in development of internal training activities and information sharing

Your Key Success Factors:

  • Conferred Bachelor degree or equivalent professional experience
  • 2-5 years of relevant experience
  • Support and/or deployment experience with any of the following:
  • Cloud and/or complex enterprise software
  • Authentication and security protocols/software, LDAP, SSO, SSL, SAML
  • TomEE Application servers, Apache and/or NGINX web servers
  • Proxy server and Load balancing
  • Strong Systems Administration or related IT background
  • Linux experience required (including use of command line interface)
  • Positive, self-motivated individual with high enthusiasm and a willingness to learn and incorporate mentoring and coaching into daily tasks and assignments
  • Highly organized with critical attention to details when multitasking in a dynamic customer service environment focusing on an optimal solution
  • Flexibility to assist in problem resolution efforts with Customers and development teams across different time zones
  • Ability to work with little supervision, as well as within a collaborative team structure
  • Strong communication skills: 1.) Very strong writing skills utilizing the rules of English grammar; 2.) Verbally clear, concise, and grammatically correct oral (speaking) communication skills in English

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 9 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.
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