Senior CAD/CAM Applications Engineer — AI-Driven Support

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

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.