CAD/CAE Application Support Specialist

CAD/CAE Support Specialist

Role: Technical Support Engineer in CAD/CAE Applications

We are seeking a highly skilled and experienced Technical Support Engineer to join our team. The successful candidate will provide technical support for CAD (Computer-Aided Design) and CAE (Computer-Aided Engineering) applications, ensuring high customer satisfaction and smooth application performance.

The role involves supporting end-users by troubleshooting, diagnosing, and resolving software and hardware issues related to CAD/CAE tools. The engineer will work closely with internal teams and software vendors to ensure the highest level of support and service.

• Serve as the primary point of contact for technical support requests related to CAD and CAE applications.
• Provide timely and effective troubleshooting and resolution for software installation, configuration, licensing, and operation issues.
• Diagnose and resolve CAD/CAE application errors, crashes, and performance issues.
• Assist users in software usage challenges, provide guidance on best practices, and escalate issues when necessary.
• Manage CAD/CAE software license servers and troubleshoot licensing problems.
• Collaborate with IT teams to ensure CAD/CAE software compatibility with hardware and operating systems.
• Coordinate with software vendors for bug reporting, product updates, and escalations.
• Maintain detailed records of support tickets, solutions, and known issues in the ticketing system.
• Develop and update user documentation, FAQs, and training materials.
• Assist in software deployment, patching, and upgrade activities related to CAD/CAE tools.
• Support integration of CAD/CAE data with PLM/PDM systems and other engineering software.
• Monitor application usage and system performance metrics; suggest improvements.
• Participate in continuous improvement processes to enhance support efficiency and user satisfaction.

To be considered for this role, you must have:

• Bachelor's degree in engineering, Computer Science, Information Technology, or a related field.
• 3-5 years of experience in L1/L2 technical support or a similar role with exposure to CAD/CAE applications.
• Strong familiarity with CAD/CAE software such as AutoCAD, CATIA, SolidWorks, Pro/E (Creo), ANSYS, or comparable tools.
• Basic understanding of engineering design and simulation workflows.
• Experience with software installation, configuration, licensing, and troubleshooting.
• Working knowledge of Windows and Linux operating systems.
• Familiarity with network fundamentals and software license server setup.
• Good problem-solving and analytical skills.

While not required, the following skills and qualifications are highly desirable:

• Strong familiarity with key CAD applications such as AutoCAD, CATIA, SolidWorks, Creo, NX.
• Experience with CAE tools like ANSYS, Abaqus, HyperWorks, or similar simulation software.
• Understanding of software licensing models (e.g., FlexNet, DSLS) and license management.
• Basic knowledge of mechanical, structural, or manufacturing engineering principles.
• Awareness of CAD/CAE workflows, data exchange formats (DWG, IGES, STEP), and common file compatibility issues.
• Proficiency with Windows OS; familiarity with Linux/Unix environments where applicable.
• Understanding of network fundamentals: TCP/IP, DNS, VPNs, firewalls impacting CAD/CAE operations.
• Knowledge of virtualization environments and hardware requirements for CAD/CAE applications.
• Experience installing, configuring, patching, and upgrading CAD/CAE software.
• Familiarity with deployment automation tools (e.g., SCCM).
• Ability to diagnose software crashes, performance bottlenecks, licensing conflicts, and hardware compatibility issues.
• Knowledge of reading log files, event viewer logs, and diagnostic tools.
• Basic understanding of Product Lifecycle Management (PLM) and Product Data Management (PDM) systems.
• Experience supporting integration of CAD/CAE data with PLM/PDM platforms (e.g., Siemens Teamcenter, PTC Windchill).
• Strong problem-solving and analytical skills to resolve end-user technical issues efficiently.
• Familiarity with tiered support models (L1, L2), escalation processes, and service-level agreements (SLAs).
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Patient and professional in customer interactions.
• Basic scripting skills (PowerShell, Python, or shell scripting) for automating routine support tasks.
• Experience using ITSM/ticketing tools like ServiceNow, Jira, or Remedy for managing support requests.
• Strong documentation skills for creating knowledge base articles, FAQs, and support guides.
• Ability to work collaboratively with engineering teams, IT staff, and software vendors.
• Flexibility to work across shifts or support multiple time zones if required.
• Certifications in CAD applications (e.g., AutoCAD Certified Professional).
• IT certifications such as CompTIA A+, Network+, or ITIL Foundation.

As a valued member of our team, you can expect:

• Competitive salary and benefits package.
• Ongoing training and development opportunities.
• Opportunities for career advancement.
• A dynamic and supportive work environment.

Please note that all applicants must meet the minimum qualifications and possess the required skills and qualifications outlined above.

Additionally, please ensure you have any necessary visas or work permits before applying for this role.