Senior Application Engineer

1 month ago

Cincinnati, OH, USASenior

Responsibilities

Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets.
Diagnose advanced software, G-code, CAD/CAM, CNC, and application issues and own escalated cases through resolution.
Coordinate with Product and Development teams on fixes and workarounds.
Mentor and coach support agents and improve troubleshooting and documentation standards.
Support Sales with technical questions, product demonstrations, competitive benchmarking, and customer-facing conversations.
Provide frontline software support, customer communication, and follow-up when queue volume requires it.
Travel to customer manufacturing facilities to install software and validate capabilities on customer machines.
Provide customer and internal training onsite, in-house, and online.
Identify and implement AI-assisted support tools and process improvements, and report on efficiency gains.
Create technical documentation, complaint reports, troubleshooting records, and knowledge-base content.

5+ years of IT helpdesk or technical support experience with direct escalation handling, or 5+ years of mechanical/manufacturing engineering experience, or 5+ years of SigmaNEST or comparable CAD/CAM nesting software experience.
Engineering, IT, or another technical degree, or equivalent hands-on experience.
Advanced experience troubleshooting CAD/CAM or CNC programming issues, preferably with G-code and machine operation or programming experience.
Experience working cross-functionally with Sales and Engineering on technical matters.
Strong written and verbal communication skills for providing step-by-step technical help to varied audiences.
Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows.
Ability to manage multiple priorities and deadlines independently and act as a technical point of contact for Sales and customers.
Experience leveraging AI-enabled tools or automation to improve productivity, or ability to rapidly learn and apply these technologies.
Proficiency in Microsoft Office and Windows.
SQL database experience is a plus.
Ability to travel up to 25% of the time.

Hybrid work arrangement.
Travel to customer manufacturing facilities may be required, up to 25% of the time.

SQLWindows