Senior Application Engineer

Jobtailor; Cincinnati (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Jobtailor in Cincinnati seeks an experienced CAD/CAM and technical support specialist to serve as the escalation point for SigmaNEST tickets, diagnose G-code and CNC issues, and coordinate with Product teams on fixes or workarounds.

You will mentor support agents, expand the knowledge base, and provide frontline customer support by phone, email, and remote sessions while pursuing process improvements with AI tools.

Qualifications

• 5+ years IT helpdesk or technical support experience, or 5+ years engineering experience, or SigmaNEST/CAD-CAM experience.
• Engineering, IT, or other technical degree, or equivalent hands-on experience.
• Experience troubleshooting CAD/CAM or CNC programming issues.
• Willingness to travel up to 25%.

Responsibilities

• Serve as the primary escalation point for complex SigmaNEST support tickets.
• Diagnose advanced software, G-code, CAD/CAM, and CNC issues.
• Own escalated cases through resolution and coordinate with Product teams on fixes or workarounds.
• Mentor and coach support agents on troubleshooting, product knowledge, and best practices.
• Identify recurring issues and drive root-cause fixes and documentation.
• Act as the technical liaison between Sales and Support for pre-sales questions, scoping, demonstrations, and competitive benchmarking.
• Provide frontline customer support by phone, email, and remote sessions.
• Travel to customer facilities to install software and validate capabilities on customer machines.
• Provide engineering-level ticket support and read complex application code, including G-code.
• Identify, pilot, and evaluate AI tools for ticket triage and workflow improvement.
• Build and maintain a knowledge base with leadership and Product team.
• Track efficiency gains from process and tooling improvements.

Skills

Advanced troubleshooting

Mentoring

Communication

Problem solving

Time management

Customer service

Cross-functional collaboration

Technical liaison

Education

Engineering degree

IT or technical degree

Tools

Microsoft Office

Windows

AI Tools

Knowledge Base Management

Job description

• Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets
• Diagnose advanced software, G-code, CAD/CAM, and CNC issues
• Own escalated cases through resolution and coordinate with Product teams on fixes or workarounds
• Mentor and coach support agents on troubleshooting, product knowledge, and best practices
• Identify recurring issues and drive root-cause fixes and documentation
• Act as the technical liaison between Sales and Support for pre-sales questions, scoping, demonstrations, and competitive benchmarking
• Provide frontline customer support by phone, email, and remote sessions when required
• Travel to customer manufacturing facilities to install software and validate capabilities on customer machines
• Provide engineering-level ticket support and read complex application code, including G-code
• Identify, pilot, and evaluate AI tools for ticket triage, knowledge-base search, response drafting, and workflow improvement
• Build and maintain a knowledge base with the Director of Customer Success and Product team
• Track efficiency gains from process and tooling improvements
• Train customers and internal staff onsite, in-house, and online
• Create technical documentation, complaint reports, troubleshooting records, and case-quality feedback

Requirements

• 5+ years of IT helpdesk or technical support experience, including direct escalation handling, OR 5+ years of mechanical and/or manufacturing engineering experience, OR 5+ years of SigmaNEST or comparable CAD/CAM nesting software experience
• Engineering, IT, or other technical degree, or equivalent hands-on experience
• Experience troubleshooting advanced CAD/CAM or CNC programming issues
• Familiarity with G-code, especially as a machine operator or programmer
• Track record of cross-functional work with Sales and Engineering
• Ability to provide step-by-step technical help in written and verbal formats to varied audiences
• Ability to manage multiple priorities and deadlines independently
• Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows
• Comfort serving as a technical point of contact for Sales and customer-facing conversations
• Experience leveraging AI-enabled tools or automation to improve productivity, or ability to rapidly learn, evaluate, and apply such technologies at scale
• Proficiency in Microsoft Office and Windows
• Ability to travel up to 25% of the time
• SQL database experience is a plus

Core Competencies

Demonstrates expertise in troubleshooting advanced CAD/CAM and CNC programming issues, with a strong focus on customer support and technical documentation. Capable of mentoring support agents and acting as a technical liaison between Sales and Support teams.

Highest-signal resume keywords

• Advanced Troubleshooting Skills
• G-Code Proficiency
• SigmaNEST Experience
• Technical Support Experience
• AI Tool Evaluation

ATS Optimization Keywords

Hard Skills

• CAD/CAM Troubleshooting
• CNC Programming
• Technical Documentation
• Software Diagnosis
• G-Code Analysis
• SQL Database Experience
• Engineering Degree
• IT Helpdesk Experience
• Process Improvement
• Technical Support Escalation

Soft Skills

• Mentoring
• Communication
• Problem-Solving
• Time Management
• Customer Service

Industry Keywords

• Manufacturing Engineering
• Technical Support
• Customer Success
• Cross-Functional Collaboration
• Escalation Handling

Tools & Technologies

• Microsoft Office
• Windows
• AI Tools
• Knowledge Base Management