Technical Support Engineering, Sr Engineer - 17713

Job Description and Requirements

We Are Synopsys is the leader in engineering solutions from silicon to systems, enabling customers to rapidly innovate AI-powered products. We deliver industry-leading silicon design, IP, simulation and analysis solutions, and design services. We partner closely with our customers across a wide range of industries to maximize their R&D capability and productivity, powering innovation today that ignites the ingenuity of tomorrow.

You Are

You have built your technical foundation in physics, optics, photonics, or opto-electronics, and somewhere along the way you realized that the real challenge is not just understanding the science, it is helping other people use it to solve problems that matter. You are the kind of person who gets energized by a complex customer issue, not because you already know the answer, but because you know how to find it and explain it in a way that actually helps.

You are comfortable moving between deep technical troubleshooting and clear customer communication. When someone sends you a simulation that is not behaving as expected, you do not just tell them what went wrong, you walk them through why it happened and how to avoid it next time. You know that good support is not about being the smartest person in the room, it is about making the customer feel capable and confident.

You stay current with simulation tools, AI capabilities, and emerging technologies because you understand that the field moves quickly and your customers depend on you to keep up. At Synopsys, you will work with Ansys Optics and Photonics tools, support customers across industries, and help shape how simulation and AI accelerate real-world engineering.

What You'll Be Doing

• You will deliver technical support to customers and channel partners using the Ansys Optics and Photonics product family, diagnosing issues, troubleshooting workflows, and providing solutions that get customers unstuck
• You will use Innovation Space, AnsysGPT, and other AI-based support platforms to identify root causes, develop answers, and resolve customer cases with accuracy and speed
• You will follow established support processes to ensure timely response, consistent quality, and strong customer satisfaction outcomes across every interaction
• You will build deep technical knowledge in optical simulation, photonics applications, and the Ansys product portfolio to support diverse customer use cases and industry contexts
• You will file product defect reports, submit enhancement requests, and verify software fixes in collaboration with engineering teams, this is a core part of improving product quality and customer success
• You will document solutions, best practices, and troubleshooting workflows to strengthen team knowledge and improve support consistency across the organization
• You will contribute to strategic team initiatives and evolving support methodologies, including AI-enabled workflows and customer experience improvements

The Impact You Will Have

• You will enable faster customer innovation by ensuring Ansys solutions integrate smoothly into engineering design workflows and deliver reliable results
• You will drive measurable improvements in customer satisfaction through responsive, accurate, and high-quality technical support
• You will improve product quality by surfacing real-world customer issues, filing defects with clear context, and validating fixes before they reach production
• You will strengthen product readiness by participating in field testing activities that validate new features, workflows, and AI capabilities against actual customer scenarios
• You will expand the technical capabilities of the support organization by documenting solutions, sharing knowledge, and mentoring peers
• You will accelerate the adoption of simulation and AI technologies across industries including semiconductors, telecommunications, automotive, and consumer electronics
• You will build long-term customer loyalty by delivering support experiences that make customers feel heard, understood, and empowered

What You'll Need

• You have a Bachelor's degree in Physics, Optics, Photonics, Opto-Electronics, Electronics, Electrical Engineering, or a related field; Master's degree preferred
• You have a solid understanding of photonics, optical physics, or closely related engineering fundamentals with the ability to apply theory to practical troubleshooting
• You have a grounding in simulation techniques and engineering principles, with exposure to optics or photonics software and customer-facing problem solving
• You have hands-on experience with Ansys software or other commercial CAE, CAD, EDA, or PLM platforms is a strong plus
• You have a knowledge of Python scripting for automation or workflow customization; familiarity with machine learning basics is advantageous
• You have a strong organizational skills with a demonstrated ability to manage multiple cases, prioritize effectively, and meet response deadlines
• You have excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences

Who You Are

• You can take a messy customer issue with incomplete information and ask the right questions to get to the root cause without making the customer feel interrogated
• You think through problems methodically, testing hypotheses and ruling out possibilities until you find what is actually causing the failure
• You work well across teams, pulling in subject matter experts when needed and sharing what you learn so the next person does not have to start from scratch
• You manage your own workload without needing constant direction, balancing urgency with thoroughness and knowing when to escalate
• You adapt quickly when priorities shift, new tools roll out, or a customer case takes an unexpected turn, and you stay focused on delivering a good outcome
• You care about the customer experience, not just closing tickets, and you take ownership of making sure the person on the other end feels supported

The Team You'll Be Part Of

You will join Ansys, part of Synopsys, Customer Excellence team, a dynamic group of engineers dedicated to revolutionizing customer support and learning experiences. The team is focused on delivering high-quality technical solutions, leveraging AI-enabled tools, sharing knowledge, and continuously improving customer experience. You will collaborate with professionals who are committed to efficiency, outstanding customer outcomes, and advancing how simulation and AI support is delivered globally.

Rewards and Benefits

We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.

At Synopsys, we want talented people of every background to feel valued and supported to do their best work. Synopsys considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, age, military veteran status, or disability.