Technical Support Manager Jobs in Boston, MA (NOW HIRING)

Role Description & Responsibilities
Join NuoDB, a leading innovator of a high-performance, distributed, multi-cloud capable distributed SQL database. As part of Dassault Systemes, our novel database powers the globally renowned 3DEXPERIENCE platform underpinning a suite of product design, process management, and collaborative tools running in the cloud
At NuoDB, we're energized by tough problems. We think differently. We're passionate about innovation and invention. We've taken on a challenge other companies have been unable to attain: building a distributed SQL database for a cloud-native, cloud-agnostic world.
We are seeking an outstanding R&D User Success Engineer to join our team in Waltham, MA
• As a NuoDB R&D User Success Engineer, you will continuously search for innovative ways to enhance the NuoDB experience for customers through technical expertise, tooling, best practices, and repeatable processes. You will represent the "voice of the customer" throughout the company
• You will be working closely with development, consulting, sales, and product management, addressing evolving customer requirements in order to drive the adoption of NuoDB in the global marketplace
• Engage across Dassault Systemes' brands, geographies, and industries to expand the NuoDB footprint
• Reproduce, analyze, and diagnose complex NuoDB user issues promptly through knowledge sharing, workarounds, patches, or build deliveries
• Identify/document common challenges across all phases of the NuoDB user journey and work with cross-functional teams to solve, improve, and automate
• Maintain NuoDB subject matter expertise on existing and planned technologies, including related products and services
• Bridge the gap between requirements, product, delivery, and project management, ensuring quality is at the core of everything
• Provide detailed assessments on NuoDB user production outages, including post-mortems and/or root cause analysis where appropriate
• Act in a self-motivated direction to identify, improve, and promote processes and procedures
Qualifications:
• BS in Computer Science or Engineering, or equivalent relevant experience
• Must have 2+ years of experience in technical support, escalation management, and enterprise software solution deployment, working closely with services, product, and engineering
• Technical background and experience with infrastructure and distributed systems in cloud architectures, including Kubernetes, IaaS, DBaaS, PaaS, and SaaS offerings
• Must have experience with SQL Database
• Excellent programming skills in Java or C++
• Familiarity with scripting languages such as Python or Bash
• Excellent verbal and written communication skills and fluency in English, for clear and concise communication on technical subjects
• Ability to act quickly, be calm under pressure, and be confident among peers and at all levels of the organization, both internal and external
• Proven ability to build strong relationships and advocate for success for all NuoDB users
Nice to have:
• Cloud infrastructure (Azure, GCP, AWS, Outscale)
• Tools (Docker, Git, Jira, Confluence, Zendesk, etc.)
• Experience writing or contributing to database driver implementations such as Java, Hibernate, .NET, NHibernate, and/or Python (including their related source control, development, and release lifecycle)
• Verbal and written communication skills and fluency in French
Shape your career with 3DS! #WeAre3DS
Inclusion statement
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state laws and local ordinances. We are committed to fair employment practices and will evaluate all candidates based on their qualifications, regardless of past arrest or conviction history.
Compensation & Benefits
Dassault Systèmes offers an excellent salary with potential for bonus, commensurate with experience. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match (50 cents on the dollar, up to the first 8% of your eligible compensation that you contribute based on match eligibility criteria), flexible time off policy, and 10 paid holidays.
Salary Pay Transparency
Compensation for the role will be commensurate with experience. The total expected compensation range will be between $65000 and $100000, representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus.