aPriori Technologies is a company focused on helping manufacturers digitally transform their businesses. They are seeking a Customer Support Engineer to join their US-based Customer Support team, responsible for providing ongoing support to customers and ensuring they get the most value from their software solutions.
Responsibilities
- Review and respond to incoming customer questions and issues through our web-based ticketing system (Zendesk), following standard processes and meeting SLA response times
- Analyzing incoming issues and finding solutions working through a combination of knowledge base searches, personal experience, team suggestions and potentially with product management and development engineers directly
- Managing customer questions diligently and efficiently, involving other members of the aPriori team as needed
- Proactively identifying risks to customer accounts, or issues that may escalate
- Communicating issues, requirements, and feedback between the customer and other internal teams
- Reproducing questions & issues for further analysis and exploring potential solutions and workarounds
- Writing documentation & knowledgebase articles, and creating other content (e.g. videos, PowerPoint)
- Working on internal projects to help the efficiency of the team
Skills
- Excellent communication skills, both written and spoken with the ability to communicate technical topics to non-technical people
- Proven problem-solving skills – insatiable appetite to find the solution
- Able to independently follow through and complete tasks to a high standard in a timely manner
- Strong customer focus, motivated to prevent and resolve issues quickly
- Willingness to learn new concepts and ideas
- Ability to troubleshoot technical issues
- Proficient with (or fast learner of) ticketing systems to create, queue, and prioritize tickets; familiar with using tickets to meet SLAs and track resolution metrics
- Degree in Mechanical Engineering, Industrial Engineering or similar STEM subject
- Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e,g. Teamcenter, Windchill)
- Foundational knowledge of Mechanical design and common Manufacturing technologies (Machining, Casting, Forging, Metal Fabrication, etc.)
- Experience testing and troubleshooting aPriori solutions is a plus
- Technical proficiency with Windows operating systems, networking, and databases, ideally with enterprise software experience is a plus
Benefits
- Medical, dental, and vision for employees and their dependents
- Life
- Disability
- Flexible spending accounts
- 401k match
- Career-growth opportunities
- Flexible time
- Paid time off benefits
- APriori days
Company Overview
aPriori Technologies is a provider of a digital manufacturing simulation software. It was founded in 2003, and is headquartered in Concord, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.apriori.com/.Company H1B Sponsorship
aPriori Technologies has a track record of offering H1B sponsorships, with 1 in 2024, 2 in 2023, 4 in 2022. Please note that this does not guarantee sponsorship for this specific role.
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