Job Description

Intelligent Manufacturing is on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain – from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software, with a global footprint and over 400,000 software licenses, we have a unique foundation to build on. Read more about us here

SigmaNEST one of the growing business units within Intelligent Manufacturing is the leading provider of innovative end-to-end CAD/CAM software solutions to help professional fabricators increase ROI by optimizing material utilization, machine motion, manpower, and data management. SigmaNEST is simply the best nesting software in the industry. With unmatched versatility and maximum scalability, the comprehensive product portfolio covers the full range of fabrication workflow; from quoting to shipping, including robust integration with a wide range of business systems.

Our customer commitment is to help expand their potential by providing smart software solutions that drive the future of manufacturing. With direct representation in over 15 countries and 100+ product resellers, our customer focus is supported by a worldwide team of consultative professionals and experienced product experts.

About the Role

The Senior Application Engineer is a senior technical resource on the support team, serving as the primary escalation point for complex SigmaNEST software issues that fall outside the scope of standard front-line troubleshooting. This person combines deep product and CAD/CAM knowledge with strong communication skills, acting as a technical liaison between Support, Sales, and Development. The position is expected to mentor agents, raise the technical bar of the team, and step into day-to-day ticket queues whenever support volume requires it. The role also champions AI-driven tools and process improvements that increase the team's productivity and efficiency.

Key Responsibilities

Escalation & Technical Leadership

• Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets
• Diagnose advanced software, G-code, and CAD/CAM issues that exceed first-line troubleshooting scope
• Own escalated cases through resolution, coordinating with Product teams when a fix or workaround requires development involvement
• Mentor and coach support agents on troubleshooting techniques, product knowledge, and best practices
• Identify recurring issues and trends across tickets, and drive root-cause fixes and documentation to reduce repeat escalations

Sales & Customer Liaison

• Act as the technical liaison between Sales and Support for pre-sales technical questions, scoping, and competitive positioning
• Support Sales with assigning or completing technical product demonstrations and competitive benchmarking as needed
• Communicate complex technical concepts clearly to both technical and non-technical audiences, internally and externally

Frontline Support (As Needed)

• Provide first-level support for customer concerns regarding software installation and operation when queue volume or staffing requires it
• Communicate solutions to end-users via phone, email, and remote sessions
• Maintain customer notification, workflow coordination, and follow-up to meet service level agreements

Applications & Engineering Support

• Travel to customer manufacturing facilities to install software and validate capabilities on customer machines
• Provide engineering-level support on incoming tickets, including extensive troubleshooting
• Read and understand complex application code, including G-code, to diagnose and resolve support issues

AI & Process Improvement

• Identify opportunities to apply and implement AI tools (e.g., ticket triage, knowledge base search, response drafting) to improve support productivity and efficiency
• Pilot and evaluate AI-assisted support tools and workflows, and recommend adoption where they demonstrate clear value
• Partner with the Director of Customer Success and Product team to build and maintain a strong knowledge base that powers AI-assisted troubleshooting
• Track and report on efficiency gains from process and tooling improvements

Training, Documentation & Quality

• Provide training for customers and internal staff: onsite, in-house, and over the internet
• Create and maintain technical documentation of issues and solutions to support future troubleshooting
• Document complaint reports and troubleshooting steps to maintain a clear case history
• Review escalated case quality and provide feedback to improve team documentation standards

Required Experience

Candidates should bring meaningful experience in one of the following backgrounds:

Technical Support Background

• 5+ years experience of IT helpdesk/technical support experience, including direct experience handling escalations
• Engineering, IT, or other technical degree, or equivalent hands-on experience

Applications/Industry Expertise

• 5+ years experience of mechanical and/or manufacturing engineering experience, especially as a machine operator or programmer familiar with G-code
• Demonstrated experience troubleshooting CAD/CAM or CNC programming issues at an advanced level

Software/Product Expert

• 5+ years experience with SigmaNEST or comparable CAD/CAM nesting software
• Track record of working cross-functionally with Sales and Engineering on technical matters

Additionally, the candidate should have:

• Strong ability to provide step-by-step technical help, both written and verbal, to varied audiences
• Proven ability to manage multiple priorities and deadlines independently
• Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows
• Comfortable acting as a technical point of contact for Sales and customer-facing conversations
• Experience leveraging AI-enabled tools or automation to improve productivity and operational effectiveness, or a demonstrated ability to rapidly learn, evaluate, and apply such technologies at scale.
• Proficiency in Microsoft Office and Windows
• SQL database experience is a plus
• Ability to travel up to 25% of the time

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