Remote SaaS Support Specialist—Manufacturing & Integrations

Hexagon Manufacturing Intelligence; Alpharetta (GA); Remote; USD 90,000 - 130,000; Full time

Job summary

Hexagon Manufacturing Intelligence in the United States (remote) seeks a Technical Support Specialist for SaaS manufacturing software. You will diagnose and resolve application, configuration, integration, database, and shop-floor connectivity issues, serving as the primary technical contact for customers.

Working with Product, R&D, Services, and Support, you will analyze root causes, implement improvements, and share knowledge to enhance reliability and user experience across complex customer

Qualifications

• Bachelor's degree or equivalent in IT, CS, engineering, or manufacturing systems.
• 2+ years of customer-facing technical support for SaaS or software.
• Experience troubleshooting across applications, logs, databases, and integrations.
• Working knowledge of SQL and relational databases.
• Understanding of HTTP/REST, APIs, JSON/XML, and SaaS architectures.
• Experience in manufacturing environments.

Responsibilities

• Serve as primary technical contact for customer support requests.
• Diagnose and resolve SaaS application issues including configuration and permissions.
• Guide customers through product functionality and onboarding.
• Support incidents and outages, coordinating with Product and R&D as needed.
• Investigate integrations with ERP/MES and other systems.

Skills

Customer-facing support

SQL knowledge

APIs/REST

Manufacturing know-how

Communication skills

Troubleshooting

Education

Bachelor's degree or equivalent

Tools

SQL Server

PostgreSQL

JavaScript/Node.js

React

Prisma ORM

Git

Job description

Hexagon Manufacturing Intelligence in the United States (remote) seeks a Technical Support Specialist for SaaS manufacturing software. You will diagnose and resolve application, configuration, integration, database, and shop-floor connectivity issues, serving as the primary technical contact for customers.

Working with Product, R&D, Services, and Support, you will analyze root causes, implement improvements, and share knowledge to enhance reliability and user experience across complex customer