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.