Job Title: Support Engineer (m/f/x)
Location: Technologielaan 11, 3001 Leuven
Type: Full-time
About Diabatix
Diabatix is a Belgian software scale-up specializing in generative thermal design. We developed Coldstream, a SaaS platform that automates the thermal engineering process for Tier 1 enterprise customers across various industries, including automotive, consumer electronics, aerospace, lighting, and semiconductors. We’re expanding our team with a Support Engineer to provide technical assistance and ensure our customers’ success.
Job Description
We are seeking a proactive and technically skilled Support Engineer to join our team. In this role, you will provide technical support to our customers, ensuring they maximize the value of Coldstream. 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.
Qualifications
- Master’s degree in engineering science, or a related technical field.
- Strong understanding of computational fluid dynamics (CFD), thermal engineering, and mechanical design principles.
- Excellent problem-solving skills, with the ability to troubleshoot complex technical issues methodically.
- Strong communication and interpersonal skills, with a customer-centric mindset and the ability to explain technical concepts to non-technical users.
- Ability to work independently in a fast-paced, technical environment and prioritize tasks effectively.
- Passion for technology, engineering, and delivering an exceptional customer experience.
Why Join Diabatix?
- Work with a team of passionate and highly talented individuals in a rapidly growing and innovative company.
- Opportunity to make a significant impact by supporting enterprise customers in cutting-edge industries.
- Competitive salary and benefits package, including performance-based incentives.
- Career development and learning opportunities in an exciting SaaS environment.
- Strong company culture with a focus on collaboration, teamwork, and employee well-being.
How to Apply
Please submit your resume and send your cover letter detailing your relevant experience and why you’re interested in joining Diabatix to
[email protected]. We appreciate all applications, but only those selected for an interview will be contacted.
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