Sr. Customer Support Engineer

Job Type

Full-time

Description

Location: This is a hybrid position based in Concord, MA. The role requires coverage of US business hours, including rotational coverage for west coast hours for no more than once per week.

Job Summary

We are seeking a Sr. Customer Support Engineer to join our US-based Customer Support team, working directly with customers to help them succeed.

This role focuses on ensuring aPriori customers get the most value from their software by providing ongoing support for issues and questions about their solution. It requires deep knowledge of the aPriori product suite and a broad understanding of multiple technologies. Ideal candidates enjoy working on a variety of topics and projects and are energized by solving problems they’ve never encountered before.

Our team works collaboratively and partners with many areas of the business, including Development, Sales, Product Management, and Account Management. As you grow in the role, you will have opportunities to take on additional responsibility and specialize in different aspects of the business.

This position is responsible for diagnosing and advancing a wide range of customer issues, providing workarounds and resolutions where appropriate. If you don’t yet have every qualification listed, we value curiosity and a growth mindset, this role offers ample opportunity to learn and expand your expertise.

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.
  
  

Requirements

• Excellent communication skills, both written and spoken. Able to communicate with empathy for the customer.
• 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
  
  

Education And Experience

• Degree in Engineering, Computer Science, or another 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.)
• Technical proficiency with Windows operating systems, networking, and databases, ideally with enterprise software experience.
• Hands-on experience using customer support or ticketing systems to queue, prioritize, and resolve work tasks.
• Track record of troubleshooting technical issues and successfully supporting customers (internal or external).
• Experience testing and troubleshooting aPriori solutions is a plus
• Knowledge of databases, coding & scripting is a plus