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 aPriori Technologies is a provider of a digital manufacturing simulation software. It was founded in 2003, and is headquartered in Concord, Massachusetts, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship aPriori Technologies has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2023, 4 in 2022. Please note that this does not guarantee sponsorship for this specific role.