User Content & Support Engineer

As a User Content and Support Engineer, you have the skills to provide first-class software support, both directly and by providing excellent self-service content. The purpose of the User Support team at AIMMS is to ensure that our users feel supported and inspired to use the full potential of AIMMS products so that their organizations can apply optimization to make better decisions and operate more successfully. The User Support Engineer role will understand and perform all aspects of the installation and licensing requests from users of AIMMS products.

This role will also provide first and second-line support for users of different products in our portfolio (AIMMS Developer, AIMMS PRO, AIMMS Cloud). You will be providing support via our help desk system, email, phone, and our online community. The User Content Engineer role will administer, maintain, and expand our content and community tools such as Moodle, GitHub, and Sphinx. This role will design and implement the necessary continuous enhancements to provide our thriving user community with fast, accessible, and easily identifiable information for self-serving educational needs.

Applicants should be authorized to work in the United States.

Your Profile

The ideal candidate for this position will match the following profile –

• Bachelor’s degree in a technical field (Engineering, Science, IT) is preferred;
• Broad understanding of software, IT, and programming logic; you understand the general concepts and you quickly understand new technologies. For example –

1. Basic knowledge of databases, network management, and system management;
2. Use of development platforms to deliver solutions, such as documentation and e-learning;
3. Familiarity with Cloud technology;
4. Ability to learn and provide content on AIMMS;

• Good understanding of information architecture;
• Excited to stay up to date with new technologies and tools;
• Communicate easily with customers and colleagues;
• Curious and independent – have a passion to learn and share that knowledge;
• Proactive and thrive in a self-management work environment;
• Motivated to support our user base consisting of Operations Research and IT professionals;
• Experience with programming languages like Python/R or SQL or CSS is a huge plus;
• Technical writing experience is also a huge plus.

Roles & Responsibilities

You will be responsible for –

1. Supporting our user base as the team’s champion on IT and software issues:

• Ensuring our users have a hassle-free experience while implementing and using our software;
• Communicating the best practices of using AIMMS with them;
• Inform and train users on new features of our software.

2. Maintaining and moderating our online community and content platforms:

• Providing tools for creating, maintaining, and distributing content;
• Developing content for the academy and how-to sites;

3. Communicating with both internal and external parties:

• Understanding the customer’s use cases and relaying relevant feedback to our product team;
• Documenting steps to reproduce software defects reported by our users;
• Onboarding and training new users;
• Representing the AIMMS brand and culture.

4. Managing support requests in our ticketing system and our Online Community:

• Administrating and routing all incoming requests;
• Developing “How To” content;
• Facilitating discussions.

A Great Place to Work

At AIMMS we –

• Are proud of our culture and believe it is special. It is about people, trust, valuing differences, and the combination of performance and care. Read our latest Culture Book to see what AIMMSians write about it.
• Are self-organized and driven by our Purpose & Goals, Personal Leadership, Distributed Power & Accountabilities. We operate with autonomy and transparency, making quick adjustments to the organization, roles, and accountabilities. This is a place where you can develop yourself to your full potential.
• Are a strong team of first-class, passionate colleagues from many different nationalities that form part of a small, fast-growing company, serving customers around the world.
• Offer an environment where you can focus on your greatest strengths and identify and pursue your passions.
• Give you the opportunity to further grow and develop.
• Offer an attractive pay and benefits package.

About AIMMS

AIMMS is a global software company with deep roots in mathematical modeling & optimization and operations research. We develop a platform that takes people and organizations to the next level in decision-making. Our mathematical optimization has been honed and refined for 30 years. The AIMMS Prescriptive Analytics Platform is the ideal tool for those with an Operations Research or Analytics background. AIMMS SC Navigator, built on the AIMMS Prescriptive Analytics Platform, provides configurable Apps for supply chain teams so they can get the same benefits from sophisticated analytics without needing an analytics background.

AIMMS has embraced a system of self-organization, since 2016. Being driven by our purpose and values allows us to unleash our collective intelligence, foster trust, and personal development, and serve our customers in the best way. Our dedicated team works from offices located in Haarlem, The Netherlands, Bellevue, Washington, and Singapore, and remotely where we enjoy a culture of open dialogue, trust, talent development, and a deep ambition to serve our customers. We also share a strong set of common values and work hard to build and sell our great products. We hire A-players who set stretch goals, adopt high standards for themselves and work collaboratively.