Customer Support Engineer (Manufacturing Solutions)

Customer Support Engineer

We are looking for a Customer Support Engineer to join our Support, Deployment & Licensing team in Belfast. In this role, you will work directly with customers to help them succeed by troubleshooting and resolving issues related to their use of aPriori software.

Location: Belfast (Hybrid - 1-2 days per week in office)

Responsibilities

• Manage customer questions diligently and efficiently and involve other members of the aPriori team as needed.
• Proactively identify risks to customer accounts, or issues that may elevate.
• Communicate issues, requirements, and feedback between the customer and other internal teams.
• Reproduce questions & issues for further analysis, and explore potential solutions and workarounds.
• Write documentation & knowledgebase articles, and create other content (e.g. videos, PowerPoint).
• Work on internal projects to help improve the efficiency of the team.

Requirements

• Excellent written and verbal communication skills, with the ability to engage customers empathetically.
• Strong problem-solving abilities with a proactive mindset.
• Self-motivated and reliable; able to complete tasks independently to a high standard and on time.
• Driven to help customers succeed and uncomfortable seeing them struggle without solutions.

Education & Experience

• Degree in Engineering, Computer Science, or another STEM subject.
• 1-3 years of experience in technical support, system administration, or IT consulting, preferably within a SaaS or enterprise software environment. Open to recent graduates with relevant skills or internship/placement experience.
• Understanding of manufacturing processes and methodologies.
• Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e.g. Teamcenter, Windchill).
• Experience using aPriori software is advantageous.

Benefits

A team environment where your experience is valued, your voice is heard, and the work you do makes an impact for our customers and employees. aPriori offers competitive compensation and unique benefits including pension match, private medical & dental, flexible time off, aPriori days, and more in a dynamic, growing, innovative environment.