Job Description :

Role : CAD/ CAE Support

Location : Hyderabad / Bangalore ( Hybrid) 2 to 11 PM

Minimum Year(s) of Experience (BQ) - : US

Minimum of 3 to 8 years of experience

Job Title : L1 / L2 Technical Support Engineer CAD/CAE Applications

Location : Hyderabad/Bangalore

Job Summary :

We are looking for a knowledgeable and customer-focused L1 / L2 Technical Support Engineer to provide technical support for CAD (Computer-Aided Design) and CAE (Computer-Aided Engineering) applications. The role involves supporting end-users by troubleshooting, diagnosing, and resolving software and hardware issues related to CAD/CAE tools. The engineer will work closely with internal teams and software vendors, ensuring high customer satisfaction and smooth application performance.

Key Responsibilities :

- Serve as the first and second line of technical support for CAD and CAE applications such as AutoCAD, CATIA, SolidWorks, ANSYS, or similar software.

- Provide timely and effective troubleshooting and resolution for software installation, configuration, licensing, and operation issues.

- Diagnose and resolve CAD/CAE application errors, crashes, and performance issues.

- Assist users in software usage challenges, provide guidance on best practices, and escalate issues when necessary.

- Manage CAD/CAE software license servers and troubleshoot licensing problems.

- Collaborate with IT teams to ensure CAD/CAE software compatibility with hardware and operating systems.

- Coordinate with software vendors for bug reporting, product updates, and escalations.

- Maintain detailed records of support tickets, solutions, and known issues in the ticketing system.

- Develop and update user documentation, FAQs, and training materials.

- Assist in software deployment, patching, and upgrade activities related to CAD/CAE tools.

- Support integration of CAD/CAE data with PLM/PDM systems and other engineering software.

- Monitor application usage and system performance metrics; suggest improvements.

- Participate in continuous improvement processes to enhance support efficiency and user satisfaction

Required Qualifications :

- Bachelors degree in engineering, Computer Science, Information Technology, or related discipline preferred.

- 3-5 years experience in L1/L2 technical support or a similar role with exposure to CAD/CAE applications.

- Strong familiarity with CAD/CAE software such as AutoCAD, CATIA, SolidWorks, Pro/E (Creo), ANSYS, or comparable tools.

- Basic understanding of engineering design and simulation workflows.

- Experience with software installation, configuration, licensing, and troubleshooting.

- Working knowledge of Windows and Linux operating systems.

- Familiarity with network fundamentals and software license server setup.

- Good problem-solving and analytical skills

Preferred Knowledge/Skills :

- Strong familiarity with key CAD applications such as AutoCAD, CATIA, SolidWorks, Creo, NX

- Experience with CAE tools like ANSYS, Abaqus, HyperWorks, or similar simulation software

- Understanding of software licensing models (e.g., FlexNet, DSLS) and license management

- Basic knowledge of mechanical, structural, or manufacturing engineering principles

- Awareness of CAD/CAE workflows, data exchange formats (DWG, IGES, STEP), and common file compatibility issues

- Proficiency with Windows OS; familiarity with Linux/Unix environments where applicable

- Understanding of network fundamentals : TCP/IP, DNS, VPNs, firewalls impacting CAD/CAE operations

- Knowledge of virtualization environments and hardware requirements for CAD/CAE applications

- Experience installing, configuring, patching, and upgrading CAD/CAE software

- Familiarity with deployment automation tools (e.g., SCCM) is a plus

- Ability to diagnose software crashes, performance bottlenecks, licensing conflicts, and hardware compatibility issues

- Knowledge of reading log files, event viewer logs, and diagnostic tools

- Basic understanding of Product Lifecycle Management (PLM) and Product Data Management (PDM) systems

- Experience supporting integration of CAD/CAE data with PLM/PDM platforms (e.g., Siemens Teamcenter, PTC Windchill)

- Strong problem-solving and analytical skills to resolve end-user technical issues efficiently

- Familiarity with tiered support models (L1, L2), escalation processes, and service-level agreements (SLAs)

- Excellent verbal and written communication skills

- Ability to explain technical concepts clearly to non-technical users

- Patience and professionalism in customer interactions

- Basic scripting skills (PowerShell, Python, or shell scripting) for automating routine support tasks

- Experience using ITSM/ticketing tools like ServiceNow, Jira, or Remedy for managing support requests

- Strong documentation skills for creating knowledge base articles, FAQs, and support guides

- Ability to work collaboratively with engineering teams, IT staff, and software vendors

- Flexibility to work across shifts or support multiple time zones if required

- Certifications in CAD applications (e.g., AutoCAD Certified Professional)

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation