Application Support Engineer, Post Sales

As an Application Support Engineer in the Post Sales team, your role will involve being the primary point of contact for customers using SOLIDWORKS applications. Your main responsibilities will include: - Customer Support: Address post-sales application support inquiries, resolve technical issues, and provide timely resolutions to customers. - Troubleshooting: Analyze and diagnose application-related problems by investigating logs, configurations, and operational workflows. - Documentation: Create and maintain documentation such as knowledge base articles, troubleshooting guides, and user manuals to empower customers and enhance team efficiency. - Collaboration: Work closely with cross-functional teams to facilitate effective solutions and improve application features based on client feedback. - Training & Onboarding: Assist in training customers on application features, best practices, and new functionalities to ensure a smooth onboarding experience. - Feedback Loop: Gather customer feedback to advocate for necessary product improvements and enhancements. - Incident Management: Manage and track support tickets in issue tracking systems to ensure timely follow-up and resolution of cases. - Report Generation: Monitor application performance metrics and generate reports for internal stakeholders and clients to assess application stability and usage. - Continuous Improvement: Stay updated on industry trends, tools, and technologies to continuously improve support processes and enhance customer experience. Qualifications required for this role include: - Bachelor's degree in Mechanical Engineering - Strong understanding of SOLIDWORKS - Proficiency in troubleshooting application issues and performing root cause analysis - Excellent communication skills to convey technical information to non-technical users - Experience with CRM tools and support ticketing systems - Ability to work independently and manage multiple priorities in a fast-paced environment - Strong problem-solving skills and attention to detail Please note that the preferred qualifications include experience with 3DEXPERIENCE, Mechanical Design, Manufacturing Processes, Engineering Drawings, Material Selection, GDnT, and BOM Management.,