Senior Support Engineer AI - REMOTE f/m

 Requisition #: 14897 

Our Mission: Powering Innovation That Drives Human Advancement  

When visionary companies need to know how their world-changing ideas will perform, they close the gap between design and reality with Ansys simulation. For more than 50 years, Ansys software has enabled innovators across industries to push boundaries by using the predictive power of simulation. From sustainable transportation to advanced semiconductors, from satellite systems to life-saving medical devices, the next great leaps in human advancement will be powered by Ansys. 

Innovate With Ansys, Power Your Career.  

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 

1. 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. 

2. 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. 

3. 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 

#LI-Remote

At Ansys, we know that changing the world takes vision, skill, and each other. We fuel new ideas, build relationships, and help each other realize our greatest potential. We are ONE Ansys. We operate on three key components: the commitments to our stakeholders, the behaviors of how we work together, and the actions of how we deliver results. Together as ONE Ansys, we are powering innovation that drives human advancement. 

Our Commitments: 

• Amaze with innovative products and solutions
• Make our customers incredibly successful
• Act with integrity
• Ensure employees thrive and shareholders prosper

Our Values: 

• Adaptability: Be open, welcome what's next
• Courage: Be courageous, move forward passionately
• Generosity: Be generous, share, listen, serve
• Authenticity: Be you, make us stronger

Our Actions: 

• We commit to audacious goals
• We work seamlessly as a team
• We demonstrate mastery
• We deliver outstanding results

INCLUSION IS AT OUR CORE 
We believe diverse thinking leads to better outcomes. We are committed to creating and nurturing a workplace that fuels this by welcoming people, no matter their background, identity, or experience, to a workplace where they are valued and where diversity, inclusion, equity, and belonging thrive. 

 
WELCOME WHAT’S NEXT IN YOUR CAREER AT ANSYS 

At Ansys, you will find yourself among the sharpest minds and most visionary leaders across the globe. Collectively we strive to change the world with innovative technology and transformational solutions. With a prestigious reputation in working with well-known, world-class companies, standards at Ansys are high — met by those willing to rise to the occasion and meet those challenges head on. Our team is passionate about pushing the limits of world-class simulation technology, empowering our customers to turn their design concepts into successful, innovative products faster and at a lower cost. 

At Ansys, it’s about the learning, the discovery, and the collaboration. It’s about the “what’s next” as much as the “mission accomplished.” And it’s about the melding of disciplined intellect with strategic direction and results that have, can, and do impact real people in real ways. All this is forged within a working environment built on respect, autonomy, and ethics. 
  

CREATING A PLACE WE’RE PROUD TO BE  
Ansys is an S&P 500 company and a member of the NASDAQ-100. We are proud to have been recognized for the following more recent awards, although our list goes on: Newsweek’s Most Loved Workplace globally and in the U.S., Gold Stevie Award Winner, America’s Most Responsible Companies, Fast Company World Changing Ideas, Great Place to Work Certified (Belgium, China, Greece, France, India, Japan, Korea, Spain, Sweden, Taiwan, and U.K.). 

  
For more information, please visit us at www.ansys.com 
  

Ansys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics. 
  
Ansys does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of Ansys. Upon hire, no fee will be owed to the agency, person, or entity.