Summary / Role Purpose
The SimAI platform is a SaaS AI-based technology that brings unprecedented speed, innovation and accessibility to simulation. It is based on proprietary Deep Learning algorithms at the forefront of AI state of the art. With Ansys SimAI, users can train AI models using simulation results and then can reliably predict the performance of complex problems in minutes instead of hours or days. It empowers users to take faster decisions, make faster iterations and ultimately faster innovation.
Senior R&D Support Engineer AI designs and applies a support process that is both robust and scalable for the SimAI platform. The scope includes both L1 and L2 support requests.
In this position, autonomy is key. Senior R&D Support Engineer AI is tasked with end-to-end establishment of the support pipeline, as well as managing the relationship of the team with internal and external personas related to the support process.
Key Duties and Responsibilities
- Customer Interaction (L1 support):
- Customer Communication: Act as the primary point of contact for escalated technical issues, providing clear and concise updates to customers.
- Relationship Management: Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. You might be involved in training or documentation requests.
- Advanced Technical Support (L2 support):
- Issue Diagnosis: Identify and troubleshoot complex technical problems reported by customers or internal teams.
- Problem Resolution: Provide solutions to resolve technical issues, ensuring minimal disruption to customer operations.
- Incident Management: Manage high-priority incidents, ensuring timely resolution and effective communication with stakeholders.
- Escalation Management: Escalate unresolved issues to higher-level technical experts or developers (L3), ensuring timely and effective resolution.
- System and Process Improvement:
- Process Optimization: Identify and implement improvements in L1 and L2 support processes to enhance efficiency and effectiveness. This includes defining metrics to track, as well as metrics to display as user-facing (availability or other).
- Tools Improvement: Introduce the right tools to handle support in an effective, efficient and scalable manner. Where necessary, drive the development and deployment of complementary tools and leverage last-generation technologies (kubernetes, pytorch, metabase, grafana, sentry).
- Feedback Loop: Provide feedback to development and product teams based on customer issues and support experiences to drive product improvements.
- Knowledge Sharing: Create and maintain a knowledge base of common issues and solutions to help the support team and customers.
- Cross-Department Collaboration: Work with cloud support teams at Ansys to identify synergies.
Minimum Education/Certification Requirements and Experience
- BS in Engineering, Computer Science, or related field with 5 years’ experience, MS with 3 years’ experience, or PhD
- 3-5 years in a Support Team, ideally in a SaaS scaleup: Deep understanding of the technologies related to Web SaaS products.
- Experience with Python, typescript and vue3. Software development certification or experience on open-source software is a plus.
Preferred Qualifications and Skills
- Problem-Solving: Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.
- Communication: Excellent verbal and written communication skills to interact effectively with customers and team members.
- Customer Service: Driven by the willingness to satisfy user and customers with high-quality support, especially when things do not go as expected
- Tools and Software: Proficiency with support tools and software, such as ticketing systems (e.g., Zendesk, Shortcut, Jira), remote support tools, and monitoring systems.
- Ability to learn quickly and to collaborate with others in a geographically distributed team