Lead Advanced Application Engineer — Customer Solutions

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

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.