Software Support Engineer

About the position

Sandvik Manufacturing Solutions (SMF) is on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain - from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software, with a global footprint and over 400,000 software licenses, we have a unique foundation to build on. SigmaNEST, one of the growing business units within SMF, is the leading provider of innovative end-to-end CAD/CAM software solutions to help professional fabricators increase ROI by optimizing material utilization, machine motion, manpower, and data management. The Software Support Engineer will work with our SigmaNEST software to identify issues, help customers with and around those issues, and develop and implement solutions as needed. The ideal candidate will have the ability to learn quickly and work on overlapping tasks.

Responsibilities

• Provide first-level support for customer concerns and issues regarding software installation and operation.
• Effectively meet CAD/CAM technical support needs and communicate solutions to end-users via telephone, e-mail, and the internet.
• Customer notification and workflow coordination and follow-up to maintain service level agreements.
• Travel to customer manufacturing facilities to install our CAD/CAM software and run test programs on their machines to prove the software capabilities.
• Provide engineering support of our incoming tickets, including extensive troubleshooting.
• Work on maintenance driven coding projects, primarily in G-code.
• Read and understand complex application code and make code fixes to resolve support issues.
• Provide training courses for our customers: onsite, at our in-house training facility, and over the internet.
• Provide technical sales support demonstration and competitive analysis (benchmarking).
• Create technical documentation of issues and their solutions to help future efforts and resolutions.
• Document complaint reports and troubleshooting steps.

Requirements

• 0-2 years of IT helpdesk/technical support experience, preferably in software or hardware support.
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work independently and meet multiple deadlines.
• Ability to diagnose and troubleshoot basic technical issues.
• Proficiency in Microsoft Office and Windows.
• SQL database experience is a plus.
• Ability to travel up to 25% of the time.