Technical Support Engineer

Permanent (Full-time)

This position is Hybrid

Ref. 18033

Technical Support Engineer

Purpose of the role 

The Support Engineer is a new role that has evolved through ESI Group’s transformation. You will be part of the Adoption Team within our Customer Success organization.   

Your focus will be to ensure that our customers receive excellent first-line product support by being curious about what the customer is trying to achieve and understanding the customer's problem. In coordination with the sales team, you will be a link between the customer and the rest of our technical teams, including product development and professional services.  

Main responsibilities

• Organize and provide customer support (by telephone or e-mail) complying with our support offerings (standard, premium, and business) 
• Document incident reports, software bugs, and enhancement requests in order to source our self-serve support powered by AI.
• Deliver training from ESI’s training catalog to help maximize software usage and reduce support calls.  
• Conduct Usage Review with customers to increase software usage, improve recognized value, and ensure satisfaction and renewal.
• Provide technical assistance to achieve the outcomes of our on-boarding and adoption service packages.
• Use customer data to highlight areas where training could reduce customer support calls.   
• Support the sales team in account developments and promote ESI’s services catalog by recommending improvements to existing processes/tools and proposing ideas to help our customers succeed. 

Role qualifications and requirements

• B.S or M.S. in Mechanical Engineering or related field 
• 3 to 5 years CAD experience and understanding of product development cycle is recommended
• Knowledge of Virtual Reality Hardware is beneficial
• Experience in customer service/support or training is highly recommended  
• High-level oral and written communication skills. 
• Able to work effectively both within and across teams.  
• Fluent in English is required for the role. 
• Take initiative, team player, adaptive.  

 What we do

ESI Group, a part of Keysight Technologies, provides reliable and customized solutions anchored on predictive physics modeling and virtual prototyping expertise. Acting principally in automotive, land transportation, aerospace and defense, and heavy industry, ESI software enables engineers to simulate mechanical designs, smart manufacturing processes, and human-centric workflows to make better decisions earlier in the product lifecycle. Keysight is an S&P 500 company delivering market-leading design, emulation, and test solutions to help engineers develop and deploy faster, with less risk, throughout the entire product lifecycle.

Each of us has a responsibility to drive Equality in our communities and workplaces. At ESI, we are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, inclusive benefits, and more. ESI Group is an equal employment opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.  

ESI Group does not accept unsolicited headhunter and agency resumes. ESI Group will not pay any third-party agency or company that does not have a signed agreement with us. 
 
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

For any question or additional information, feel free to reach out to us via: careers@esi-group.com