Customer Support Engineer

aPriori Technologies is a company focused on helping manufacturers digitally transform their businesses. They are seeking a Customer Support Engineer to join their US-based Customer Support team, responsible for providing ongoing support to customers and ensuring they get the most value from their software solutions.

Responsibilities

• Review and respond to incoming customer questions and issues through our web-based ticketing system (Zendesk), following standard processes and meeting SLA response times
• Analyzing incoming issues and finding solutions working through a combination of knowledge base searches, personal experience, team suggestions and potentially with product management and development engineers directly
• Managing customer questions diligently and efficiently, involving other members of the aPriori team as needed
• Proactively identifying risks to customer accounts, or issues that may escalate
• Communicating issues, requirements, and feedback between the customer and other internal teams
• Reproducing questions & issues for further analysis and exploring potential solutions and workarounds
• Writing documentation & knowledgebase articles, and creating other content (e.g. videos, PowerPoint)
• Working on internal projects to help the efficiency of the team

Skills

• Excellent communication skills, both written and spoken with the ability to communicate technical topics to non-technical people
• Proven problem-solving skills – insatiable appetite to find the solution
• Able to independently follow through and complete tasks to a high standard in a timely manner
• Strong customer focus, motivated to prevent and resolve issues quickly
• Willingness to learn new concepts and ideas
• Ability to troubleshoot technical issues
• Proficient with (or fast learner of) ticketing systems to create, queue, and prioritize tickets; familiar with using tickets to meet SLAs and track resolution metrics
• Degree in Mechanical Engineering, Industrial Engineering or similar STEM subject
• Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e,g. Teamcenter, Windchill)
• Foundational knowledge of Mechanical design and common Manufacturing technologies (Machining, Casting, Forging, Metal Fabrication, etc.)
• Experience testing and troubleshooting aPriori solutions is a plus
• Technical proficiency with Windows operating systems, networking, and databases, ideally with enterprise software experience is a plus

Benefits

• Medical, dental, and vision for employees and their dependents
• Life
• Disability
• Flexible spending accounts
• 401k match
• Career-growth opportunities
• Flexible time
• Paid time off benefits
• APriori days

Company Overview

Company H1B Sponsorship