Customer Support Engineer (Manufacturing Solutions)

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. This position involves supporting a diverse range of topics and challenges, requiring a broad understanding of manufacturing processes, concepts, and related technologies. The ideal candidate will thrive on variety and be energized by solving new, unfamiliar problems.

You will be responsible for diagnosing and resolving a wide array of customer issues, delivering effective solutions and workarounds where needed. While experience with all technical requirements is not essential, you'll have the opportunity to learn and develop on the job. We're seeking a proactive, tenacious problem-solver who embraces challenges and is eager to grow. You'll work collaboratively within a supportive team environment and engage with key areas of the business, including Development, Sales, Product Management, and Account Management. As you progress in the role, there will be opportunities to take on additional responsibilities and specialize in areas aligned with your interests and strengths.

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 escalate.
• 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 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 and 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 with major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e.g. Teamcenter, Windchill).
• Experience using aPriori software is advantageous.

aPriori Offers:

A team environment where your experience is valued, your voice is heard, and the work that 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!

About aPriori:

Founded in 2003, aPriori is disrupting the industry's status quo with groundbreaking work helping manufacturers digitally transform their businesses. Through our unique, patented, intellectual property, we enable manufacturers to accelerate product design, and bring products to markets faster while providing visibility to the sustainability of their design and manufacturing choices. Our impact is profound - our customers save millions of dollars each year, accelerate time to market, all while creating a better world for future generations. Though we are an established software firm, through our continued growth, we have maintained the dynamic, collaborative nature of a start-up. With a global presence, including North America, Europe, Asia, and India, we encourage an inclusive work environment and support employees' growth through education, training, wellness, and other programs. As our greatest asset, employees' contributions are acknowledged through monthly company-wide meetings, often with promotions and awards. We promote a positive work culture, employee-friendly policies, flexible work schedules, pub nights, and an additional day off each quarter known as aPriori Day. Interested in joining our team? We continue to build an organization of highly talented, self-motivated individuals. Our unique environment empowers employees to bring their best selves each day, asking, 'How can I do better?' and then exceeding expectations. We work together towards a common goal. We nurture and celebrate each other's successes. Employees embrace opportunities to build new skills as well as step into leadership positions where they are supported and mentored by the Senior Leadership team to grow into impactful individual contributor roles or to effectively manage teams. Innovation, adaptability, and a desire to increase your value are essential. If you possess these qualities, we want to hear from you!