Support Engineer

· The 3DEXPERIENCE Level 3 (L3) Support Engineer is a technical position responsible for providing advanced troubleshooting, diagnostics, and resolution of complex production issues across the Dassault Systèmes 3DEXPERIENCE platform.

· This role serves as the critical bridge between core development, platform administration, and operations teams, with primary ownership of maintaining, debugging, and optimizing custom code (Data Model, JPOs, EKL, Triggers) and platform configurations as code.

· The ideal candidate brings a developer’’’’’’'’s mindset to production stability, combining deep technical expertise with disciplined root cause analysis to ensure platform reliability, performance, and scalability in a mission-critical enterprise environment.

Responsibilities:

· Advanced Troubleshooting (L3 Escalation): Serve as the highest technical escalation point for the 3DEXPERIENCE platform, resolving critical production incidents that cannot be addressed by Level 1 and Level 2 support teams. Drive incident resolution within defined SLAs. Customization Support: Debug, patch, and enhance custom-developed components, including JPOs (Java Program Objects), MQL scripts, Python utilities, Triggers, and EKL (Enterprise Knowledge Language) rules and checks.

· Configuration Management: Maintain and troubleshoot platform configurations, including Type/Attribute/Relationship modeling, Lifecycle and State definitions, Access Control Lists (ACLs), Trigger configurations, and UWA/Native Widgets. Root Cause Analysis (RCA): Conduct deep-dive investigations into recurring failures, system bottlenecks, and data integrity issues. Deliver permanent corrective actions and architectural recommendations rather than tactical workarounds.

· Performance Tuning: Analyze TomEE/WebSphere application server logs, database execution plans, and client-side traces to identify and remediate performance degradation across 3DEXPERIENCE apps, widgets, and services.

· Vendor Collaboration: Interface directly with Dassault Systèmes Support by raising and managing Service Requests (SRs) for confirmed product defects. Provide structured reproduction steps, diagnostic logs, and test cases to accelerate vendor resolution.

· Deployment & Upgrades: Support deployment of Hot Fixes, Fix Packs (FP), and Function Releases (FR/FD). Contribute to impact analysis, regression validation, and cutover planning for platform upgrades and migrations.

· Knowledge Management: Maintain a structured knowledge base of known issues, validated workarounds, RCA reports, and operational Run Books to enable upstream support tiers and reduce mean time to resolution (MTTR).

· Advanced Troubleshooting (L3 Escalation): Serve as the highest technical escalation point for the 3DEXPERIENCE platform, resolving critical production incidents that cannot be addressed by Level 1 and Level 2 support teams. Drive incident resolution within defined SLAs.

· Customization Support: Debug, patch, and enhance custom-developed components, including JPOs (Java Program Objects), MQL scripts, Python utilities, Triggers, and EKL (Enterprise Knowledge Language) rules and checks.

· Configuration Management: Maintain and troubleshoot platform configurations, including Type/Attribute/Relationship modeling, Lifecycle and State definitions, Access Control Lists (ACLs), Trigger configurations, and UWA/Native Widgets.

· Root Cause Analysis (RCA): Conduct deep-dive investigations into recurring failures, system bottlenecks, and data integrity issues. Deliver permanent corrective actions and architectural recommendations rather than tactical workarounds.

Skills Required:

· JavaApp, My SQL/MariaDB, Ansible, GitHub

Skills Preferred:

· AIPGEE

Experience Required:

Qualifications:

· Prior experience in Manufacturing - like automotive or aerospace

· Experience with mutli PLM environments, like, 3DX and Teamcenter Hands-on experience with DevOps tooling (Jenkins, Git, Bitbucket, Artifactory) for PLM code versioning, build, and deployment automation.

· Familiarity with both 3DEXPERIENCE Cloud (SaaS) and On-Premise deployment architectures, including hybrid integration patterns.

· Active Dassault Systèmes certifications in 3DEXPERIENCE development, administration, or platform management.

· Experience with monitoring/observability tools (Splunk, Dynatrace, AppDynamics, ELK) in PLM environments.

Requirements:

· Bachelor’’’’’’'’s degree in Computer Science, Information Technology, Mechanical Engineering, or a related discipline.

· Master’’’’’’'’s degree preferred.

· Minimum 8+ years of overall IT experience, with 5+ years of dedicated experience in 3DEXPERIENCE / ENOVIA development or Level 3 production support.

· Demonstrated track record of supporting enterprise-scale PLM deployments serving 1,000+ concurrent users.

· Senior Engineer Exp: Prac. In 2 coding lang. or adv. Prac. in 1 lang.; guides.

· 10+ years in IT; 8+ years in development

Education Required:

· Master’’’’’’'’s Degree

Education Preferred:

· Certification Program, · Platform Expertise: Deep hands-on experience with R2023x and later releases. Strong working knowledge of ENOVIA and CATIA modules, including data model architecture and out-of-the-box behaviors.

· Backend Development: Proficiency in Java/J2EE, Python, and JPO (Java Program Object) development and debugging in a 3DEXPERIENCE context.

· Scripting & Querying: Advanced command of MQL (Matrix Query Language) and TCL scripting for diagnostics, automation, and bulk data operations.

· Customization Frameworks: Demonstrated experience with EKL, Business Rules, and Platform Configuration Studio. Web Technologies: Proven ability to troubleshoot front-end and widget-layer issues using JavaScript, CSS, HTML5, and UWA (Universal Web Application) Widgets; familiarity with browser developer tools and network tracing.

· Platform Architecture: Solid understanding of 3DEXPERIENCE component architecture, including 3DSpace, 3DCompass, 3DPassport, 3DSearch (3DIndex), and 3DDashboard. Working knowledge of application servers such as Apache TomEE and IBM WebSphere.

· Database Skills: Ability to write, optimize, and analyze SQL queries against Oracle or Microsoft SQL Server to investigate data inconsistencies, locking, and performance issues.