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REX Support Engineer – Onsite (3DEXPERIENCE Platform)
Location Raymond (Ohio, North America)
 

Experience

5–8 years overall experience
Minimum 3–5 years hands-on experience on Dassault Systèmes 3DEXPERIENCE platform

Role Summary

The REX Support Engineer (Onsite) will provide Level 2 / Level 3 production support for REX, a business‑critical application built on the Dassault Systèmes 3DEXPERIENCE (3DX) platform.

This role requires strong functional and technical expertise on 3DEXPERIENCE, along with the ability to support users, troubleshoot platform issues, and coordinate with offshore and COE teams. The engineer will act as the primary onsite 3DX support representative, ensuring stability, performance, and user adoption of the REX application.

Key Responsibilities

3DEXPERIENCE / REX Application Support

• Provide L2/L3 support for REX application on 3DEXPERIENCE platform, including functional, data, access, and performance issues.
• Troubleshoot issues related to 3DX platform components, apps, roles, contexts, lifecycles, and integrations.
• Analyze logs, platform errors, and functional behavior to identify root cause and drive resolution.

3DEXPERIENCE Platform Expertise

• Support and troubleshoot 3DEXPERIENCE roles, permissions, security contexts, collaborative spaces, and access issues.
• Handle issues related to ENOVIA objects, lifecycles, states, maturity, and data relationships.
• Support integrations between 3DEXPERIENCE and upstream/downstream systems where applicable.

Onsite User & Business Support

• Act as primary onsite support contact for REX users, business teams, and client IT.
• Provide functional guidance, issue walkthroughs, and clarifications to users on REX / 3DX usage.
• Support critical business operations and resolve production issues with minimal downtime.

Incident, Problem & Change Management

• Own incidents from logging to closure following client ITSM processes.
• Perform Root Cause Analysis (RCA) for recurring 3DX/REX issues and propose preventive actions.
• Support minor enhancements, configuration changes, and controlled releases on 3DEXPERIENCE platform.

Onsite–Offshore Coordination

• Coordinate daily with offshore 3DEXPERIENCE / REX support teams and COE.
• Provide clear functional and technical inputs (screenshots, logs, steps) to accelerate resolution.
• Validate fixes onsite and obtain user sign‑off.

Documentation & Knowledge Management

• Create and maintain 3DEXPERIENCE‑specific support documentation, SOPs, and known‑issue articles.
• Support knowledge transfer sessions for offshore teams and new joiners.

Mandatory Skills & Qualifications

Core Technical Skills (Must Have)

• Strong hands-on experience with Dassault Systèmes 3DEXPERIENCE platform
• Solid understanding of ENOVIA data model, lifecycles, maturity, access control, and security contexts
• Experience supporting 3DEXPERIENCE production environments
• Strong incident/problem management experience in enterprise applications

Good to Have

• Experience with CATIA V5 / V6 integration with 3DEXPERIENCE
• Exposure to PLM processes in Manufacturing / Automotive domain
• Experience working in onsite–offshore support models
• Knowledge of basic SQL, logs analysis, and performance troubleshooting

Soft Skills

• Excellent client-facing and communication skills
• Ability to work independently in an onsite role
• Strong coordination and ownership mindset
• Comfortable working with global teams and time zones (Japan / NA)

Education

• Bachelor’s degree in Engineering, Computer Science, or equivalent experience

Work Conditions

• Mandatory onsite presence at client location
• Flexibility to support early morning / late evening calls with global teams
• Occasional extended hours during major incidents or releases