Software Support Analyst - CAD, CAM, CNC

Applause IT; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading software support company in Solihull seeks a Software Support Analyst to provide top-notch support for design and manufacturing applications. You will troubleshoot customer issues and collaborate with engineers. Ideal candidates have strong software support experience and excellent communication skills. This role offers a competitive salary and hybrid working arrangements.

Benefits

25 days' holiday + bank holidays

8% company pension

Private healthcare

Death-in-service benefit

Qualifications

• Proven experience supporting software products in a customer-facing role.
• Strong troubleshooting and Windows application support skills.
• Excellent written and verbal communication.

Responsibilities

• Diagnose and resolve customer issues covering installation, licensing and workflow challenges.
• Provide expert support via email, phone and remote tools.
• Collaborate with the engineering team on bug fixes, testing and product feedback.

Skills

Troubleshooting skills

Customer service experience

Communication skills

Tools

Zendesk

Jira Service Management

Freshdesk

Job description

About this job

Software Support Analyst - CAD, CAM, CNC

Hybrid (3 days on-site near Solihull)

£40,000 - £45,000 + benefits

Are you a hands‑on Software Support Analyst who loves solving complex software problems and helping customers get the best out of powerful design tools?

Applause IT are working with an established software company whose products are used by makers, manufacturers and engineers around the world to turn creative 2D and 3D designs into real products. Their software sits at the intersection of design, CAD / CAM, and CNC machining - giving users the power to produce anything from intricate signage to precision‑engineered parts.

The Opportunity

You’ll take ownership of customer software support for a suite of specialist design and manufacturing applications, providing first‑class help to users across the UK and overseas.

Day to day, you'll :

• Diagnose and resolve customer issues covering installation, licensing and workflow challenges
• Provide expert support via email, phone and remote tools
• Collaborate with the engineering team on bug fixes, testing and product feedback
• Maintain documentation and contribute to internal knowledge sharing
• Become the go‑to expert customers rely on for quick, clear and professional technical help

This is a standalone role suited to someone confident working independently, with strong communication skills and an analytical approach to problem‑solving.

What You'll Bring

• Proven experience supporting software products in a customer‑facing role
• Strong troubleshooting and Windows application support skills
• Excellent written and verbal communication
• Familiarity with ticketing systems such as Zendesk, Jira Service Management or Freshdesk
• Understanding of CAD / CAM, CNC, or design / manufacturing workflows

Desirable :

• Experience supporting 3D design, CNC, or engineering software
• Exposure to software testing, bug tracking or release validation
• Knowledge of scripting (PowerShell or Python) or helpdesk documentation tools

What's On Offer

• Salary up to £45,000, depending on experience
• Hybrid working - 3 days on‑site (Mon, Wed, Fri) near Solihull / Balsall Common
• 25 days' holiday + bank holidays
• 8% company pension, private healthcare and death‑in‑service benefit
• Supportive, creative environment where you'll work directly with engineers building world‑class software

If you're passionate about technology, enjoy helping users, and want to work with cutting‑edge CAD / CAM tools that make a real impact, we'd love to hear from you.