Senior Application Engineer

Sandvik$95K — $115K *
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in IT helpdesk or technical support with eperience handling escalations.
  • Degree in Engineering, IT, or equivalent hands-on technical experience.
  • 5+ years in mechanical or manufacturing engineering with a focus on G-code familiarity.
  • Proven expertise in SigmaNEST or comparable CAD/CAM software.
  • Strong troubleshooting skills in CAD/CAM or CNC programming issues.

Responsibilities

  • Serve as primary escalation point for complex SigmaNEST support issues.
  • Diagnose advanced CAD/CAM and software issues beyond initial troubleshooting.
  • Own and resolve escalated cases while collaborating with product teams.
  • Mentor support agents on best practices and troubleshooting techniques.
  • Act as liaison between Sales and Support for technical inquiries and demonstrations.
  • Provide frontline support when needed, including software installation assistance.
  • Identify and implement AI tools to improve support productivity.

Benefits

  • Flexible work environment with hybrid opportunities.
  • Training and development resources for continuous skill enhancement.
  • Opportunity to influence technical processes and improvements.
  • Collaboration with cross-functional teams in a dynamic setting.
Full Job Description
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


#LI-Hybrid

About Sandvik

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Joining Sandvik presents an unparalleled opportunity to advance a career with one of the world's leaders in engineering and technology innovation. Sandvik is renowned for its commitment to leadership in technology and its dedication to a culture of diversity and growth.

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