Software Support Engineer

Sandvik•Mason, OH

13h•Hybrid

About The Position

As a Software Support Engineer on SigmaTEK’s technical support team, you’ll help fabricators get the most out of SigmaTEK software. The role begins with a structured three-month onboarding period focused on first-line support, product and tool training, and learning processes alongside experienced engineers. After onboarding, the role expands to include advanced troubleshooting, post processor work, customer site visits, and training. The team uses AI tools in its daily work and helps build tools to better serve customers. Training is provided on SigmaTEK products, post processors, and CNC fundamentals. The position is based in Cincinnati, Ohio, with a hybrid work arrangement and travel of up to 25% after onboarding. Support is provided through phone, email, and online channels, as well as at customer manufacturing facilities, the company’s in-house training facility, and online. The role also supports sales demonstrations and competitive benchmarking, maintains support documentation, and contributes to AI-enabled tools and task automation while following responsible AI guidelines and protecting customer data.

Requirements

Ability to explain technical solutions step by step, both in writing and verbally.
Ability to work independently and manage multiple open cases and deadlines.
Strong troubleshooting skills and a methodical approach to problem solving.
Proficiency with Windows and Microsoft Office.
Comfort using AI tools, or a strong interest in learning to use them at work.

Nice To Haves

Experience with CAD/CAM software or CNC cutting equipment, such as laser, plasma, waterjet, or punch equipment.
Familiarity with G-code or post processors.
SQL database experience.
Scripting or programming experience, such as Python or PowerShell.
Experience building prompts, automations, or tools with AI.

Responsibilities

Respond to customer questions about software installation and operation by phone, email, and online support channels.
Log, prioritize, and follow up on support cases to meet service level agreements.
Escalate complex issues to senior engineers, documenting the steps already taken.
Complete SigmaTEK product training and shadow senior engineers on advanced cases and customer visits.
Own complex support cases from diagnosis through resolution, including extensive troubleshooting.
Customize and troubleshoot post processors and the NC (G-code) output they generate.
Read and understand application code and make code fixes to resolve support issues.
Travel to customer manufacturing facilities to install CAD/CAM software and run test programs on customer machines to prove out the software.
Deliver customer training on-site, at the in-house training facility, and online.
Support the sales team with technical demonstrations and competitive benchmarking.
Create and maintain documentation of issues and solutions to speed up future resolutions.
Use AI tools to research issues, draft customer responses, and create documentation.
Identify repetitive support tasks and help automate them with AI and scripting.
Help design and build AI-powered customer tools, such as troubleshooting assistants and self-service knowledge resources.
Follow company guidelines for responsible AI use, including protecting customer data.