Senior Support Engineer (m/f/d), Engineering

Hexagon AB; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

Hexagon AB is seeking to join their Production Software Business Unit! This role involves providing exceptional support for the Mould & Die product suite while working closely with regional teams to resolve complex issues. Ideal candidates will possess a degree in engineering, proficiency in CAD/CAM systems, and experience in manufacturing. This remote position offers competitive benefits and opportunities for training and development.

Benefits

Permanent employment

Competitive salary and bonus scheme

Flexible working hours

Development and training opportunities

Pension scheme

Enhanced Maternity & Paternity Pay in the UK

Qualifications

• Degree from a general engineering school, preferably with a focus on manufacturing or design engineering.
• Requisite proficiency in CAD and/or CAM systems.
• Relevant experience in an industrial environment.

Responsibilities

• Provide second-level support to regional teams and partners.
• Manage complex customer issues and liaise with development teams for enhancements.
• Support training and documentation for new product releases.

Skills

Proficiency in CAD systems

Proficiency in CAM systems

Mould design

CNC milling

Progressive die design

Education

Degree in general engineering

Job description

Join the Production Software Business Unit (PS BU) to deliver high-quality reactive and proactive support for Hexagon's Mould & Die product suite across global Manufacturing Intelligence (MI) regions. Collaborate closely with the Global Senior Support Manager to build strong relationships with regional teams, support colleagues, and key stakeholders, ensuring effective issue resolution and continuous improvement in service delivery.

Job Responsibilities

• Provide reactive support services such as second level support to the regional teams and partner network
• Through provision of proactive services, help Hexagon MI regions improve the level of support provided to their end users and be more efficient in their operation.

Second Level Support:
• Manage complex customer issues that are escalated by the regional teams and partners
• Investigate potential bug fixes and enhancements and, where applicable, liaise with Product Management and Development teams to document and log appropriate requests for software development.
• Provide direct support of established resellers who require high levels of support.

Pre-sales:
• Generate pre-sale collateral that can assist the regions in their technical sales activities; thus, improving standards and avoiding duplication of effort.

Training and documentation:
• Support the release of new products/versions to ensure that regional technical support teams are prepared to support the new features and functionality introduced.
• Generate support documentation that can be localised within the region to help with the support of their customers; thus, improving standards and avoiding duplication of effort.
• Work with the regional support teams to generate, manage & promote self-service support solutions, forums and communities
• Create template customer training courses and documentation that can be localised with the regions; thus, improving standards and avoiding duplication of effort.

Product adoption:
• Provide help and assistance to regions to adopt products that are not yet distributed within the region. This may require time within the region to provide training, support.

Qualifications

• Degree from a general engineering school, preferably with a focus on manufacturing or design engineering
• Proficiency in CAD and/or CAM systems
• Relevant experience in an industrial environment
• Business fluent in English
• Experience and knowledge in one or more of the following areas (a strong advantage):

o Mould design and/or manufacture
o CNC milling or wire EDM
o Progressive die and press tools design or manufacture

• Willingness to travel globally, including occasional extended stays abroad

What we offer:

• Permanent employment
• Competitive salary and bonus scheme
• Flexible working hours
• Development and training opportunities
• Pension scheme
• Enhanced Maternity & Paternity Pay in the UK

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Workplace: Remote in the UK, France, Germany or Italy

Job Function: Engineering

About Hexagon

Hexagon is a global leader in sensor, software and autonomous solutions. We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications. Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous – ensuring a scalable, sustainable future. Hexagon’s Manufacturing Intelligence division provides solutions that utilise data from design and engineering, production and metrology to make manufacturing smarter.