Software Support Engineer

Sandvik; Cincinnati (OH); Hybrid; USD 60,000 - 85,000; Full time

Job summary

SigmaTEK is seeking a Software Support Engineer in Cincinnati, OH, offering hybrid work. You will provide first-line support for CAD/CAM software, troubleshoot installations, and work with post processors and CNC basics.

During a structured onboarding period, you will shadow senior engineers, handle advanced troubleshooting, and travel to customer sites for installations and trainings. You will also help build AI-enabled tools to accelerate resolutions.

Qualifications

• Strong troubleshooting skills and a methodical approach to problem solving.
• Experience with CAD/CAM software or CNC workflows is a plus.
• Comfort using AI tools and scripting to improve support.

Responsibilities

• Respond to customer questions about software installation and operation via phone, email, and online channels.
• Log, prioritize, and follow up on support cases to meet SLAs.
• Escalate complex issues to senior engineers with clear notes.
• Complete SigmaTEK product training and shadow senior engineers on advanced cases.
• Own complex support cases end-to-end, including post processors and NC output.
• Travel to customer facilities to install CAD/CAM software and test programs.
• Deliver customer training on-site, at the training facility, and online.
• Support sales with technical demonstrations and benchmarking.
• Create and maintain documentation of issues and solutions.
• Use AI tools to research issues, draft responses, and automate repetitive tasks.

Skills

Troubleshooting

Customer support

AI tooling familiarity

Time management

Windows proficiency

Tools

Python

PowerShell

SQL

G-code

Job description

About UsIntelligent Manufacturing is on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain – from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software, with a global footprint and over 400,000 software licenses, we have a unique foundation to build on. Read more about us here .SigmaTEK, one of the growing business units within Intelligent Manufacturing, is a leading provider of end-to-end CAD/CAM software that helps professional fabricators increase ROI by optimizing material utilization, machine motion, manpower, and data management. Our product portfolio covers the full fabrication workflow from quoting to shipping, with integration across a wide range of business systems.Our customer commitment is to help expand their potential with smart software solutions that drive the future of manufacturing. With direct representation in over 15 countries and 100+ product resellers, our customer focus is supported by a worldwide team of consultative professionals and experienced product experts.About the RoleAs a Software Support Engineer on the SigmaTEK technical support team, you’ll help fabricators get the most out of our software. You’ll start with a structured three-month onboarding period focused on first-line support, learning our products, tools, and processes alongside experienced engineers. From there, you’ll take on the full scope of support: advanced troubleshooting, post processor work, customer site visits, and training.We also expect our team to use AI tools in their daily work and to help build new tools that serve our customers better. You don’t need to know everything on day one. We’ll train you on SigmaTEK products, post processors, and CNC fundamentals.Location: Cincinnati, OH - HybridTravel: Up to 25% once onboarding is completeResponsibilitiesFirst-Line SupportRespond to customer questions about software installation and operation by phone, email, and online support channelsLog, prioritize, and follow up on support cases to meet our service level agreementsEscalate complex issues to senior engineers with clear notes on the steps already takenComplete SigmaTEK product training and shadow senior engineers on advanced cases and customer visitsAdvanced Troubleshooting & ApplicationsOwn complex support cases from diagnosis through resolution, including extensive troubleshootingCustomize and troubleshoot post processors and the NC (G-code) output they generateRead and understand application code and make code fixes to resolve support issuesTravel to customer manufacturing facilities to install our CAD/CAM software and run test programs on their machines to prove out the softwareTraining, Demonstrations & DocumentationDeliver customer training on-site, at our in-house training facility, and onlineSupport the sales team with technical demonstrations and competitive benchmarkingCreate and maintain documentation of issues and their solutions to speed up future resolutionsOngoing from Day One: AI Tools & ProductivityUse AI tools in daily work to research issues, draft customer responses, and create documentation fasterIdentify repetitive support tasks and help automate them with AI and scriptingHelp design and build AI-powered tools that help customers find answers and resolve issues faster, such as troubleshooting assistants and self-service knowledge resourcesFollow company guidelines for responsible AI use, including protecting customer dataRequired SkillsAbility to explain technical solutions step by step, both written and verbalAbility to work independently and manage multiple open cases and deadlinesStrong troubleshooting skills and a methodical approach to problem solvingProficiency with Windows and Microsoft OfficeComfort using AI tools, or a strong interest in learning to use them in your workNice to HaveExperience with CAD/CAM software or CNC cutting equipment (laser, plasma, waterjet, punch, or similar)Familiarity with G-code or post processorsSQL database experienceScripting or programming experience, such as Python or PowerShellExperience building prompts, automations, or tools with AI#LI-Hybrid