Remote SaaS Technical Support Specialist (Manufacturing)

Hexagon AB; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Hexagon Manufacturing Intelligence’s Production Software Division is seeking a Technical Support Specialist in a remote United States role. You will diagnose and resolve SaaS-based manufacturing software issues, guide customers through configuration and onboarding, and collaborate with Product, R&D, Services, and Support teams to improve reliability and usability.

Responsibilities include handling incidents, optimizing integrations with ERP/MES, and developing knowledge resources for

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS/engineering/manufacturing systems.
• 2+ years in customer-facing technical support or SaaS environments.
• Experience troubleshooting software across apps, logs, databases, and integrations.
• Working knowledge of SQL and relational databases for health, backup, and performance.

Responsibilities

• Provide primary technical contact for customer support requests with prioritization by severity.
• Diagnose SaaS application issues related to functionality, configuration, and integrations.
• Guide customers through product usage and troubleshooting with clear communication.
• Coordinate escalation for incidents with Product, R&D, and Services teams.

Skills

Customer-facing support

SQL knowledge

REST APIs

Manufacturing domain knowledge

Clear communication

Troubleshooting

Teamwork

Project management

Problem solving

Education

Bachelor’s degree in IT/CS/Engineering/Manufacturing Systems or related field

Tools

PostgreSQL

SQL Server

JavaScript/Node.js

React

Prisma ORM

Git

Job description

Hexagon Manufacturing Intelligence’s Production Software Division is seeking a Technical Support Specialist in a remote United States role. You will diagnose and resolve SaaS-based manufacturing software issues, guide customers through configuration and onboarding, and collaborate with Product, R&D, Services, and Support teams to improve reliability and usability.

Responsibilities include handling incidents, optimizing integrations with ERP/MES, and developing knowledge resources for