Advanced Application Engineer

Socket.dev; Charlotte (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Brady Corp. seeks an Advanced Application Engineer to lead a team, provide technical expertise, and deliver high-quality solutions for customers from its Fort Mill, SC location.

You will mentor agents across support tiers, collaborate with Engineering and Quality teams on root cause analysis, support new product introductions, and drive knowledge sharing through training and a strong customer-service focus. Flexible hours with on-call shifts may be required.

Qualifications

• Provide in-depth pre- and post-sales technical assistance for internal and external customers, facilitating investigation, identification, root cause analysis and resolution of complex technical issues.
• Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
• Work with and upscale issues to Engineering and Quality teams, prioritizing requests based on severity and business case.
• Build strong relationships with partner and end customer base and become knowledgeable about their needs, keeping the customer updated on progress.
• Develop robust communication practices with focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply KCS guidelines, contribute knowledge base content for new issues resolved at Tier 3.
• Keep the case handling system updated with current information on the support case.
• Mentor agents in lower support tiers as part of talent development and retention ethos.
• Prepare the team to support new product offerings, participating in the NPI program.
• Actively develop and maintain technical knowledge base content.
• Timely communication to customers with focus on service and relationship building.

Responsibilities

• Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating investigation, identification, root cause analysis and resolution of complex technical issues.
• Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
• Work with and upscale issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
• Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs.
• Develop robust communication practices with strong focus on customer service and solution quality.
• Support knowledge-sharing and apply Knowledge Centered Support guidelines. Contribute knowledge base content for all new issues encountered and resolved at Tier 3.
• Keep the case handling system updated with current information on the support case and related activities.
• Participate in NPI projects and prepare support teams for new product launches.
• Mentor agents in lower support tiers to improve product knowledge.
• Maintain product knowledge through self-study and training sessions.
• Provide back-up to frontline support staff during peak times.

Skills

Customer communication

Technical support

Mentoring

NPI coordination

Knowledge base

Tools

CRM systems

Knowledge Base

Job description

As an Advanced Application Engineer here atBrady Corp., you will lead a team to deliver high-quality solutions, provide technicalexpertise, and ensure exceptional customer service. Your leadership will drive innovative solutions and business growth. You will report directly to our Sr Tech SuppManagerandyou’llwork outof our Fort Mill, SC location.

Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment

Travel to customer sites as needed, up to 15%

Must live within the Fort Mill, SC location

Qualifications

• Providein depthpre- and post-sales technicalassistancefor internal and external customers,facilitatingthe investigation, identification, root causeanalysisand resolution of complex technical issues. Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes.

• Expeditetimelyresolutions wherever possible to helpmaintainand reduce case closure cycle times.

• Work with and upscale issues to Engineering and Quality teams whererequired, prioritizing requests based on severity and businesscase.

• Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs. Keep the customer updated on the status of work in progress on their problems.

• Develop robust communication practices withstrongfocus on customer service and solution quality.

• Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS)methodologyguidelines. Contribute knowledge base content for allnew issuesencounteredby and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems.

• Keep the case handling system updated with current information on the support case, relatedactivitiesand resolution.

• Participate in assigned NPI projects and fully prepare the support teams for new product launches.

• Maintain and extend product knowledge by self-study and by attending relevant training sessions.

• Regularly share product and troubleshooting knowledge via coaching and training initiatives.

• Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.

• Handling complex issues escalated from the lower support tiers and recording all related activities in the case handling system.

• Deep investigation of complex technical issues and resolution of support requests.

• Providing training,coachingand mentoring of the lower support tiers to improve product knowledge and issue handling skills.

• Preparing the team to support new product offerings, byparticipatingin the Honeywell New Product Introduction (NPI) program.

• Actively developing andmaintainingtechnical knowledge base content.

• Timely communicationtocustomers withfocuson customer service and relationship building.

• Providing back-up to the frontline support staff at peak times asrequired.