User Success Engineer

Role Description & Responsibilities:

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

• Primarily focus on providing world class product support via phone, email, service portal, and chat to customers in their use of the Accounting 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, 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 finance teams review and troubleshoot data or software issues to create and maintain accurate records and audit trails

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

• 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