General:
The support Engineer is responsible for ticket handling and helping customers resolve their issues/questions/concerns, assisting with testing the OpenLM components, creating documentation, and engaging in pre-sale activities
Language: Spanish, English – (Fluent technical)
Portuguese – Optional
Job description in detail:
Ticket handling, assigning, answering, and resolving the tickets in a timely manner according to the SLA.
Provide support for our customers and prospects via tickets, live chat, and live sessions.
Capturing bugs either by testing or reported by customers and acting as a liaison between customers and developers.
Replicating bugs reported by customers.
Creating user stories for requests/enhancements sent by customers and acting as a liaison between customers and development.
Providing professional services to our customers.
Internal testing of newly released OpenLM components.
Helping with creating documentation on OpenLM components.
Helping the sales department with technical questions from prospects.
Delivering demo sessions to prospects together with a sales representative.
Following up as technical contact after the demo.
Deployment of OpenLM system for Trial/PoC.
Engaging with non-technical departments for technical queries.
Perform webinars for online audiences.
Skills Required
- Fluent technical Spanish
- Fluent technical English
- Portuguese language skills
What We Do
OpenLM is a Gartner-recognized global leading provider of software license management solutions for engineering applications, and specialty software (Source: SAM Market Guide 2021). Available both on-premise and on the cloud. Established in 2007 with coverage of 15+ industries, the company is trusted by 1500+ brands globally (400 from the USA, 10% from Fortune1000) with an NPS of 4.6/5, Value for Money: 4.46/5, Ease of use: 4.2/5 and more. Key reasons customers choose us: - IT Asset Cost Reduction - Rich, deep analytics with prebuilt 14+ Power BI enabled reports to enable you to take the right decisions - IT compliance & Security (Source: OpenLM Customer Satisfaction Survey, 2022) and more Who should use OpenLM? - OpenLM’s innovative solutions enable IT Directors, Project Managers, Head of Engineering, Head of SaaS, System Administrators, License Managers, and Software Asset Managers to easily monitor the actual usage and effectively optimize the organization’s engineering software licenses, web-based/saas applications like Salesforce, Workday, Slack, GotoMeeting, Zoom, Gmail, Google, Facebook and more. Why us? OpenLM - supports FLEXlm, DSLS, Bentley, Siemens, Nvidia, Creo, MatLabs, SOLIDWORKS, Cadence, Ansys, Reprise, Altair, Sentinel, and other 60+ license managers, - and monitors/automates and manages 25,000+ CAD, GIS, CAM, PLM, electronics, automotive applications, etc - supports any OS (Unix, Windows, Linux, Mac) - supports any license types - single user/node based, named user, floating/network based licenses, cloud-based, dongle based, etc. - supports any databases from RDBMS - MSSQL, PostgreSQL to component-based databases: MariaDB, MongoDB - provides excellent customer support with ratings of 4.6 out of 5 - is GDPR and BDSG compliant - is AWS secured robust platform - is GSA approved - is recognized by Capterra, SoftwareAdvice, TrustPilot, CUSPERA, G2, GartnerPeerInsights For more information, please visit www.openlm.com.
