Customer Support Engineer (Manufacturing Solutions)

aPriori Technologies; Belfast; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Pension match

Private medical and dental

Flexible time off

Unique aPriori days

Dynamic working environment

Job summary

aPriori Technologies is seeking a Customer Support Engineer to join their Support, Deployment & Licensing team in Belfast. In this role, you will work directly with customers, helping them troubleshoot and resolve issues with aPriori software.

The ideal candidate will have a degree in a STEM field, excellent communication skills, and experience in technical support. The position offers a hybrid work model as well as competitive compensation and unique benefits.

Qualifications

• Degree in Engineering, Computer Science, or another STEM subject.
• 1-3 years of experience in technical support, system administration, or IT consulting.
• Understanding of manufacturing processes and methodologies.

Responsibilities

• Manage customer questions diligently and efficiently.
• Proactively identify risks to customer accounts.
• Communicate issues and feedback between customers and internal teams.
• Reproduce issues for further analysis.
• Write documentation and knowledgebase articles.
• Work on internal projects to improve team efficiency.

Skills

Excellent written and verbal communication skills

Strong problem-solving abilities

Self-motivated and reliable

Empathetic engagement with customers

Education

Degree in Engineering, Computer Science, or other STEM subject

1-3 years of experience in technical support or IT consulting

Tools

Experience with CAD systems (CREO, Solidworks, NX, CATIA)

Experience with PLM systems (Teamcenter, Windchill)

Experience using aPriori software

Job description

Customer Support Engineer

We are looking for a Customer Support Engineer to join our Support, Deployment & Licensing team in Belfast. In this role, you will work directly with customers to help them succeed by troubleshooting and resolving issues related to their use of aPriori software.

Location: Belfast (Hybrid - 1-2 days per week in office)

Responsibilities

• Manage customer questions diligently and efficiently and involve other members of the aPriori team as needed.
• Proactively identify risks to customer accounts, or issues that may elevate.
• Communicate issues, requirements, and feedback between the customer and other internal teams.
• Reproduce questions & issues for further analysis, and explore potential solutions and workarounds.
• Write documentation & knowledgebase articles, and create other content (e.g. videos, PowerPoint).
• Work on internal projects to help improve the efficiency of the team.

Requirements

• Excellent written and verbal communication skills, with the ability to engage customers empathetically.
• Strong problem-solving abilities with a proactive mindset.
• Self-motivated and reliable; able to complete tasks independently to a high standard and on time.
• Driven to help customers succeed and uncomfortable seeing them struggle without solutions.

Education & Experience

• Degree in Engineering, Computer Science, or another STEM subject.
• 1-3 years of experience in technical support, system administration, or IT consulting, preferably within a SaaS or enterprise software environment. Open to recent graduates with relevant skills or internship/placement experience.
• Understanding of manufacturing processes and methodologies.
• Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e.g. Teamcenter, Windchill).
• Experience using aPriori software is advantageous.

Benefits

A team environment where your experience is valued, your voice is heard, and the work you do makes an impact for our customers and employees. aPriori offers competitive compensation and unique benefits including pension match, private medical & dental, flexible time off, aPriori days, and more in a dynamic, growing, innovative environment.