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Support Engineer

DiabatixLeuven, Vlaanderen

16 dagen geleden

Functieomschrijving

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. Were 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

Masters 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 youre interested in joining Diabatix to hr@diabatix.com. We appreciate all applications, but only those selected for an interview will be contacted.

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Support Engineer • Leuven, Vlaanderen