Software Support Engineer – BIOVIA
BIOVIA is looking for a motivated Software Support Engineer to join a multicultural, diversely technical and scientific team in Cambridge, supporting enterprise and SaaS software solutions.
BIOVIA, part of DASSAULT SYSTÈMES, supports industries and organizations that rely on scientific innovation to differentiate themselves. Our customer base includes the world’s largest pharmaceutical, biotechnology, biologics, medical device, and contract manufacturing/research organizations.
Do you have dreams and enjoy a challenge? Here at DASSAULT SYSTÈMES, we empower people with a passion for changing the world. Let’s open new horizons together with the power of 3DEXPERIENCE virtual universes!
Role & Responsibilities
- You will be an essential part of our customer’s success, focus on quickly handling support requests from customers who need help with BIOVIA Notebook on premise, BIOVIA Notebook Cloud, BIOVIA ScienceCloud, and BIOVIA Scientific Notebook, as
- well as documenting updates to customer issues
- Our support model allows our support engineers to work directly with customers providing technical support for post-deployment issues.
- You will collaborate with R&D to continuously improve the quality of BIOVIA applications and work closely with leading customers in a consultative technical support role.
- You’ll facilitate discussions with internal and external stakeholders to determine resolution paths through troubleshooting.
- Provide support to a broad user base comprising academic, government, and commercial customers with different levels of technical and scientific expertise.
Qualifications/Experience
- Bachelor’s degree or higher degree in Information Technology, Computer Science, Software Engineering, or a Chemistry or Life Sciences related domain.
- Solid prior experience delivering technical support for enterprise software.
- Fluent in written and spoken English and able to communicate to a variety of audiences, other languages such as German, French and Spanish a bonus.
- You should be an avid problem solver with a passion for understanding the root cause of issues, with a strong desire to be in a customer-facing role.
- Have the ability to work independently or in small teams.
- Demonstrable experience in BIOVIA technology, SQL, SaaS, virtualisation software, and chemistry would be a plus.