AVAILABLE POSITIONS

Software Support Specialist - Presagis Europe

JOB SUMMARY

The Software Support Specialist is responsible for supporting customers by determining the business critical nature of customer problems and delivering support services accordingly.  

Available positions are based in France (Vélizy) and/or UK (Newbury) 

RESPONSIBILITIES

• Perform diagnostics of problems over the telephone or e-mail and troubleshoot and develop technical solutions for customer problems related to software and setup errors. 
• Communicate with clients from the military, aerospace, automotive and simulation industries and provide support, strategies and solutions. 
• Simulate customer environments to replicate issues. 
• Identify problems and liaise with Product Development and Product Managers to escalate product errors and coordinate delivery of correction to customers. 
• Acquire and maintain knowledge of relevant product offerings, simulation technologies, customer operational needs, current support policies, and methods of support delivery, in order to provide technically and operationally accurate solutions to users. 
• Occasionally teach training courses and participate in delivering services mandates 
• Work with Field Application Engineers and Sales Managers especially for the creation of demonstration resources for products. 
• Work closely with Product Development and Marketing to ensure product enhancements. 
• Assist in the maintenance of, and input to, FAQ’s on software issues and bugs. 
• Record and suggest requests for evolution of the products. 
• Occasional Travel internationally as required for execution of work duties.
  

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in computer science, engineering or the equivalent 
• 3+ years of software technical support experience (telephone and email) including replicating Customer technical configuration, troubleshooting and testing possible remedies 
• 2+ years of C\C++ programming experience in a Windows environment (UNIX/Linux considered a definite asset) 
• 2+ years of hands-on experience with 3D graphics toolkits – experience with Presagis tools a plus. 
• Knowledge of military terms, general physics, simulation environments, and 3D graphics are a plus 
• Strong command of the English language; French and/or German an asset 
• Work efficiently in a distributed work environment with operations in France, UK, Canada and U.S.A. 
• Ability to manage multiple activities with minimal supervision 
• Experience in dealing with customers in a software environment 
• Exceptional troubleshooting skills 
• Excellent communication and listening skills 
• High level of professionalism and diplomacy 
• Multi-tasking and load management abilities 
• Follow-through skills 

ASSETS

• Strong command of the English language; French and/or German an asset
  
• Experience providing software training considered an asset