Technical Support Engineer

JOB TITLE: Technical Support Engineer

LOCATION: Concord, MA & Santa Monica, CA

COMPANY INTRODUCTION: Dassault Systèmes SolidWorks Corp., a Dassault Systèmes S.A. subsidiary, is a world leader in 3D solutions that help millions of engineers and designers succeed through innovation. Our products deliver an intuitive experience in product design, simulation, publishing, data management, and environmental impact assessment. For the latest news, information, or an online demonstration, visit our website (www.solidworks.com) or call 800-693-9000 (outside of North America, call 781-810-5011).

DESCRIPTION: A Technical Support Engineer’s primary responsibility is to provide technical support to internal staff, and external customers or partners. A Technical Support Engineer’s day includes resolving technical issues, as well as acting as a customer representative with regards to product enhancements and problem resolutions with our R&D team. A Technical Support Engineer may be assigned special projects including: new products features and documentation review, creating and delivering training and presenting at technical forums.

RESPONSIBILITIES:

Provide technical support to internal staff, and external customers or partners, through web interface, via email and phone when appropriate.
Document client interactions in the issue tracking system.
Be an active member of a shared responsibility team.
Provide guidance to team members researching technical issues.
Research, verify, and generate detailed defect reports.
Work with development, testing and documentation teams during product development cycle to ensure quality control.
Attend trade shows, perform customer visits or give product demonstrations, as assigned.
Work with a Manager to develop a personalized employee development plan that includes training and project assignments that enhance product knowledge and general business skills.
Light travel required <5%

EDUCATION: BS degree in Mechanical Design, Architecture, Computer Science, CAD Management or related field.

EXPERIENCE:

Extensive usage and competency of a 2D CAD drafting application including AutoCAD™, Intellicad, TurboCAD.
Experience troubleshooting software and hardware problems.
Experience installing, configuring, maintaining, and troubleshooting network operating systems and 2D CAD software.

REQUIRED SKILLS:

Must have a working knowledge of computer hardware and Windows™ operating systems.
Fluency in English; bilingual or multi-lingual skills are a plus.
Excellent verbal and written communication skills
Ability to convey complex technical details coherently.
Strong customer service skills including phone etiquette and conflict resolution.
Must have above average troubleshooting skills, strong analytical problem solving skills, and the ability to interpret technical questions.
Must be decisive, self-motivated and proactive, possessing strong desire to learn.
Willingness to follow defined policies and procedures.
Support and interact with other members of a team environment.
Use of time management to set priorities of various assignments and complete them within allocated deadlines

COMPENSATION & BENEFITS: SolidWorks offers an excellent salary with potential for bonus, commensurate with experience that is above average in the local community. 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, 3 weeks vacation and 10 paid holidays.

CONTACT INFORMATION: For immediate consideration, please email careers@solidworks.com