DX PLM Support engineer

JD: 1. L1 / L2 Support Operations

Provide Level 1 & Level 2 support for 3DX PLM platform, addressing user‑reported incidents and service requests within SLA timelines.

• Perform incident triage, prioritization (P1–P4), and resolution using ITSM tools (Service Now/JIRA).
• Ensure minimum downtime and business continuity by timely issue resolution and escalation.

• Diagnose and resolve issues related to:
  • Platform functionality (ENOVIA, CATIA, DELMIA modules)
  • User access, roles, permissions, and lifecycle states
  • Integration failures and data inconsistencies
• Perform root cause analysis (RCA) for recurring issues and implement preventive fixes.

• Provide functional and technical support across key modules:
  • ENOVIA – BOM, Change Management, Product Structure
  • CATIA / CAD Collaboration – Design integration and workspace issues
  • DELMIA – Manufacturing / process planning (if applicable)
• Ensure proper PLM workflows, lifecycle management, and data governance alignment.

• Support and troubleshoot CAD integrations (CATIA V5/V6, NX, Solid Works) with 3DX PLM.
• Handle PLM–ERP/system integrations (e.g., SAP) and downstream applications.
• Resolve issues related to:
  • Data synchronization
  • BOM transfers
  • CAD file check‑in/check‑out failures

• Monitor system logs, performance metrics, and user activity to identify issues proactively.
• Support:
  • Patch deployments and upgrades
  • Environment maintenance (DEV, QA, PROD)
• Participate in system health checks and performance tuning.

• Act as a primary interface with business users, engineering teams, and IT teams.
• Provide end‑user guidance, training, and usage support.
• Collaborate with L3/dev teams for complex issue resolution.

• 3DX PLM
• MQL