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
