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.