Senior Application Engineer

SigmaNEST•Cincinnati, OH

1d•Hybrid

About The Position

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.

Requirements

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
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
5+ years experience with SigmaNEST or comparable CAD/CAM nesting software
Track record of working cross-functionally with Sales and Engineering on technical matters
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
Ability to travel up to 25% of the time

Nice To Haves

SQL database experience is a plus

Responsibilities

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
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
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
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
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
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