Software Support Engineer
Sandvik AB8 days ago
Cincinnati, OH, USAEntry Level
Responsibilities
- Provide first-line support for software installation and operation by phone, email, and online channels.
- Log, prioritize, and follow up on support cases while meeting service level agreements.
- Escalate complex issues with clear documentation of troubleshooting steps already completed.
- Own advanced support cases from diagnosis through resolution.
- Customize and troubleshoot post processors and their NC/G-code output.
- Read application code and make code fixes to resolve support issues.
- Travel to customer manufacturing facilities to install CAD/CAM software and test programs on machines.
- Deliver customer training onsite, at the company training facility, and online.
- Support sales with technical demonstrations and competitive benchmarking.
- Create and maintain issue-resolution documentation.
- Use AI tools to research issues, draft responses, and create documentation.
- Help automate repetitive support tasks with AI and scripting and build AI-powered customer support tools.
Requirements
- Explain technical solutions step by step in written and verbal communication.
- Work independently while managing multiple open cases and deadlines.
- Demonstrate strong troubleshooting and methodical problem-solving skills.
- Be proficient with Windows and Microsoft Office.
- Be comfortable using AI tools or strongly interested in learning them.
- Experience with CAD/CAM software or CNC cutting equipment is preferred.
- Familiarity with G-code or post processors is preferred.
- SQL database experience is preferred.
- Scripting or programming experience with Python or PowerShell is preferred.
- Experience building prompts, automations, or AI tools is preferred.
Benefits
- Hybrid work arrangement in Cincinnati, Ohio.
- Structured three-month onboarding period with product, tool, and process training.
- Up to 25% travel after onboarding is complete.
- Company training on SigmaTEK products, post processors, and CNC fundamentals.