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L1 / L2 Technical Support Engineer - CAD / CAE

Alchemy Techsol India Pvt LtdBangalore

30+ days ago

Job description

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

(ref : hirist.tech)

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Technical Support Engineer • Bangalore

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