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Support Engineer (m/f/x)

Diabatix in HEVERLEE
Vaste jobs
Online sinds 18 feb. 2025
As a bridge between customers and our internal teams, you will play a crucial role in troubleshooting, optimizing workflows, and delivering solutions for our innovative platform Responsibilities. Serve as the first point of contact for customers seeking technical assistance via email, a ticketing system, video calls or other communication channels Troubleshoot, diagnose, and resolve customer issues related to the Coldstream platform, including performance optimization, case setup, and functionality Assist customers with CAD related issues, including geometry import/export, compatibility, and integration with the platform Analyze simulation results and propose action plans to move forward, ensuring customer goals are met efficiently Work on service projects and take ownership of delivering them on time and with high quality Provide onboarding support and training to customers, ensuring they understand and can effectively use the platform Collaborate with the Product and Engineering teams to address complex issues, escalate bugs, and contribute to product improvements Maintain and update documentation, FAQs, and knowledge base articles to empower customers with self service solutions Monitor customer feedback and proactively identify recurring issues, working with internal teams to implement long term fixes Assist in testing new features and releases to ensure they meet customer needs and maintain platform reliability Analyze support metrics and contribute insights to improve the customer experience and platform performance.