Technical Support Specialist, Division Production Software

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

Technical Support Specialist, Division Production Software Job Description Technical Support Specialist, Division Production Software

Production Software Division | Hexagon Manufacturing Intelligence

United States | Remote

Hexagon is the global leader in measurement technologies. From microns to Mars, we measure what matters for the future.

Hexagon Manufacturing Intelligence’s Production Software Division delivers production and quality solutions that help manufacturers accelerate innovation, improve productivity, and confidently bring their ideas to life.

Our mission—to “deliver trusted software technology that gives manufacturers the confidence to make it, prove it, and repeat it”—is made possible by our talented and dedicated employees around the world. Together, we combine deep industry knowledge, innovative technology, and a shared commitment to helping our customers solve complex challenges and shape the future of manufacturing.

Summary

The Technical Support Specialist provides customer-facing technical support for SaaS-based manufacturing software, diagnosing and resolving application, configuration, integration, database, and shop-floor connectivity issues.

While the primary focus is technical support and issue resolution, the role also applies application engineering expertise to complex customer environments, working closely with Product, R&D, Services, and Support teams to resolve issues, identify root causes, and improve the reliability and usability of our solutions.

Why Join Us

• Make an impact. Help manufacturers keep business-critical production software and connected systems operating effectively.

• Solve complex problems. Work across SaaS applications, databases, integrations, and shop-floor technologies to diagnose and resolve challenging customer issues.

• Build your expertise. Develop deeper technical and manufacturing knowledge while working closely with Product, R&D, Services, and other technical teams.

• Work globally and collaboratively. Support customers and colleagues across a diverse, international Production Software organization.

What You'll Do

Provide Customer Technical Support

• Serve as a primary technical contact for customer support requests, prioritising issues based on severity, business impact, and urgency.

• Diagnose and resolve SaaS application issues involving functionality, configuration, workflows, permissions, data visibility, access, and platform behaviour.

• Guide customers through product functionality, configuration, onboarding, and troubleshooting while providing clear and timely communication through resolution.

• Support critical incidents and production outages, coordinating investigation and escalation with Product, R&D, Services, and other teams as needed.

Troubleshoot Applications, Databases & Integrations

• Investigate complex issues involving SaaS applications, databases, APIs, integrations, and connected manufacturing systems.

• Serve as an escalation resource for database health, configuration, security, backup/recovery, migration, and performance issues.

• Troubleshoot SQL performance using queries, execution plans, indexing, logs, and system-resource data to identify root causes and appropriate resolutions.

• Support integrations with enterprise and shop-floor technologies, including ERP/MES systems, APIs, barcode scanners, RFID, label printing, tablets, industrial PCs, and other connected devices.

Support Customer Environments & Continuous Improvement

• Support customer onboarding, testing, migration, configuration, and environment-readiness activities.

• Partner with Services and Application Engineering on complex implementations and customer-environment requirements.

• Identify recurring issues, contribute to root-cause analysis and corrective actions, and develop knowledge resources that improve support effectiveness and customer self-service.

• Share technical knowledge across the Support organization while following established security, confidentiality, change-management, and compliance practices.

Qualifications

Must Have

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Manufacturing Systems, Business Systems, or a related field, or equivalent relevant experience.

• 2+ years of customer-facing technical, application, SaaS, database, or related technical support experience.

• Demonstrated ability to troubleshoot software issues across applications, configurations, logs, databases, and integrations.

• Working knowledge of SQL and relational databases, including database health, security/permissions, backup and recovery, and performance troubleshooting.

• Understanding of HTTP/REST, APIs, JSON/XML, browser developer tools, application logs, and modern SaaS architectures.

• Experience supporting software in manufacturing environments, with an understanding of manufacturing workflows and production processes.

• Strong customer service, communication, troubleshooting, teamwork, and project-management skills, with the ability to translate technical findings for diverse audiences and collaborate across technical teams to drive issues to resolution.

Nice to Have

• Experience with PostgreSQL, SQL Server, JavaScript/Node.js, React, Prisma ORM, Git, or similar technologies.

• Experience supporting SaaS integrations with ERP, MES, PLM, BI/reporting, APIs, SSO, identity providers, or cloud services.

• Experience with shop-floor technologies such as barcode scanners, RFID, label printers, tablets, operator terminals, industrial PCs, or smart devices.

• Knowledge of IT service management practices or relevant technical/service-management certifications.

• Experience supporting global customers, remote production sites, multi-shift operations, or after-hours/on-call escalation.

Work Environment

This is a remote position based in the United States. The role is performed primarily in a home-office environment and requires regular use of a computer, telephone, collaboration tools, and other standard office technology.

The employee must be able to communicate effectively with customers and colleagues in a virtual environment and maintain a work setting appropriate for handling business and customer information. Extended periods of computer-based work and participation in virtual meetings are expected.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Explore Life at Hexagon

Today, everything from the phone in your pocket to the aeroplanes crossing the sky functions because we can measure the world around us. Measurement is not just the foundation... the world’s most vital industries. From aerospace & defense, automotive, construction, general manufacturing, to mining and more, we provide the confidence that customers rely on to build, navigate, and innovate. Hexagon (Nasdaq Stockholm: HEXA B) has approximately 16,000 employees in 50 countries and net sales of approximately 3.7bn EUR.

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We put data to work to drive efficiency, productivity and quality across industrial, manufacturing, infrastructure, public safety and mobility applications. Our solutions enable customers to capture, analyze and leverage data from the physical world to create smarter, more connected and increasingly autonomous ecosystems that support a scalable and sustainable future. Hexagon’s Manufacturing Intelligence business area delivers solutions that leverage data from design and engineering through production and metrology to help manufacturers make smarter, data-driven decisions and improve performance across the product lifecycle.