Software Support Engineer

About the Role

As 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 - Hybrid

Travel: Up to 25% once onboarding is complete

Responsibilities

First-Line Support

• Respond to customer questions about software installation and operation by phone, email, and online support channels
• Log, prioritize, and follow up on support cases to meet our service level agreements
• Escalate complex issues to senior engineers with clear notes on the steps already taken
• Complete SigmaTEK product training and shadow senior engineers on advanced cases and customer visits

Advanced Troubleshooting & Applications

• Own complex support cases from diagnosis through resolution, including extensive troubleshooting
• Customize and troubleshoot post processors and the NC (G-code) output they generate
• Read and understand application code and make code fixes to resolve support issues
• Travel to customer manufacturing facilities to install our CAD/CAM software and run test programs on their machines to prove out the software

Training, Demonstrations & Documentation

• Deliver customer training on-site, at our in-house training facility, and online
• Support the sales team with technical demonstrations and competitive benchmarking
• Create and maintain documentation of issues and their solutions to speed up future resolutions

Ongoing from Day One: AI Tools & Productivity

• Use AI tools in daily work to research issues, draft customer responses, and create documentation faster
• Identify repetitive support tasks and help automate them with AI and scripting
• Help design and build AI-powered tools that help customers find answers and resolve issues faster, such as troubleshooting assistants and self-service knowledge resources
• Follow company guidelines for responsible AI use, including protecting customer data

Required Skills

• Ability to explain technical solutions step by step, both written and verbal
• Ability to work independently and manage multiple open cases and deadlines
• Strong troubleshooting skills and a methodical approach to problem solving
• Proficiency with Windows and Microsoft Office
• Comfort using AI tools, or a strong interest in learning to use them in your work

Nice to Have

• Experience with CAD/CAM software or CNC cutting equipment (laser, plasma, waterjet, punch, or similar)
• Familiarity with G-code or post processors
• SQL database experience
• Scripting or programming experience, such as Python or PowerShell
• Experience building prompts, automations, or tools with AI

#LI-Hybrid