Customer Support Agent EMEA (m/f/d)

EMEA Time Zone, Germany, remote

About SimScale

SimScale is an engineering simulation platform that is revolutionizing the way engineers, designers, scientists, and architects design products. The SimScale platform is accessible completely via a web browser, with an easy-to-use interface which supports numerous simulation types, including Structural Mechanics, Fluid Dynamics, Thermodynamics and Electromechanics.

By harnessing the power of the cloud for simulation, SimScale eliminates the hurdles that accompany traditional simulation tools: high installation costs, licensing fees, deployment of high-performance computing hardware, mandatory updates and maintenance. Users always have the latest version of SimScale.

To support our customers and community users with their current engineering challenges, we are looking for a part-time Customer Support Agent (m/f/d) to join our international Customer Success Team.

The Role

Your role will be to support existing SimScale users and to design and manage technical and commercial content that showcases the value of SimScale’s cloud simulation platform to our prospective customers. This exciting role will be based in the Customer Success Team and will require you to collaborate and build working relationships with multiple other departments and stakeholders within SimScale, including Application Engineering, Sales, Marketing, Product Management, and Engineering.

Your Opportunity

• Work with the Customer Success team to provide engineering support to SimScale users running CFD, FEA, and thermal projects
• Learn pre/post-processing simulation techniques while working on user projects ranging from pump design, external aerodynamics, drone simulation, turbomachinery, heat transfer, electronics cooling, and structural mechanics (stress/strain, bending, frequency analysis)
• Provide technical support for both existing SimScale users and prospective new customers
• Design and curate images, animations, and audiovisual material to use on the SimScale website and for training purposes
• Build agents able to handle advanced AI automation workflows to streamline reporting, handle common user questions, and automate repetitive tasks
• Collaborate directly with the Product development team by relaying and documenting customer feedback to help prioritize feature development
• Communicate daily with various internal teams, including engineering, product, and customer success to debug simulations and coordinate support projects
• Work part-time at 20 hours per week, ideal for working students based in Germany

What we expect from you

• Current enrollment in an Engineering Master's degree at a German University is mandatory
• A completed Bachelor's degree or higher in an Engineering field is mandatory
• Focus on CFD/FEA coursework is required
• Familiarity with Engineering Software and/or SaaS solutions
• Basic knowledge of commercial CAD and CAE simulation tools (previous hands-on or professional experience is a plus)
• Experience or desire to work in a fast-paced, entrepreneurial startup environment
• Excellent communication & presentation skills - ability to lead and deliver exciting and engaging conversations and presentations
• Social Intelligence - can handle difficult conversations with customers, good listening skills and is professional in a customer-facing role
• Disciplined - skilled at managing time and resources; sound approach to prioritizing tasks and responsibilities; ability to manage multiple internal/external priorities simultaneously at various stages
• Team player - learns from others and proactively shares best-practices and coaches colleagues
• Entrepreneur - self-starter, comfortable “figuring it out” in a fast-paced environment
• Driven - possesses a strong desire to be successful and contribute to the team’s and company’s goals
• Located within or near the Central European Standard time zone
• Fluency in English (C1+) required, Fluency in German a plus

Diversity, Equity and Inclusion at SimScale

At SimScale, we look beyond borders and hire great talent from all parts of the world. With our team consisting of people from various backgrounds, we truly embrace diversity and encourage everyone to be themselves. We are unified by curiosity, dedication and our team spirit! As an equal opportunity employer, we acknowledge that our employees have different aspirations and career goals, and therefore are committed to create a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. A copy of SimScale's full recruiting guideline can be made available on request. Kindly let us know how you would like to be addressed and whether you have specific requirements for the interview.