Deployment Engineer in Belfast

We are looking for applicants to join our Support, Deployment & Licensing team in Belfast, interacting directly with customers and helping them to be successful. This role is focused on computing, IT, and database skills, helping our customers install and manage our suite of enterprise software. It ultimately requires a broad knowledge of a range of technologies, and ideal candidates would enjoy working on a variety of different topics and projects. A successful applicant would be responsible for diagnosing and progressing a wide range of possible customer issues with aPriori software, providing workarounds and resolutions where appropriate.

The team works collaboratively and interacts with many different aspects of the aPriori business, including Development, Sales, Product Management, and Account Management. As the successful applicant develops, they will have ample opportunity to take on extra responsibility and specialize in different aspects of the business.

• Reviewing and responding to incoming questions and issues from customers thru our web based ticket tracking system – Zendesk
• Following standard process and timelines to meet service level agreement response times for customer inquiries.
• Analyzing incoming issues and finding solutions working thru a combination of knowledge base searches, personal experience, team suggestions and potentially with product management and development engineers directly.
• Managing customer questions diligently and efficiently, involving other members of the aPriori team as needed.
• Proactively identifying risks to customer accounts, or issues that may escalate.
• Communicating issues, requirements, and feedback between the customer and other internal teams.
• Reproducing questions & issues for further analysis, and exploring potential solutions and workarounds.
• Writing documentation & knowledgebase articles, and creating other content (e.g. videos, PowerPoint).
• Working on internal projects to help the efficiency of the team.

• Excellent communication skills, both written and spoken.
• Able to communicate with empathy for the customer.
• Critical thinking and problem-solving skills.
• Able to independently follow through and complete tasks to a high standard.
• 2nd/3rd line support with internal users, customers and partners.
• Mentoring and supporting junior colleagues.

• Cloud Application Support (AWS)
• Database Management experience (MySQL, SQL Server, Oracle)
• Manufacturing knowledge
• Experience coding or scripting.

• Degree in Engineering, Computer Science, or another STEM subject.
• Broad experience of IT topics (e.g. Windows operating systems, networking), ideally working with enterprise software.
• 1 – 3 years in a technical support role.
• Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e.g. Teamcenter, Windchill).
• Experience using customer support or similar technologies that queue work tasks e.g. Zendesk, JIRA.
• Experience in a role responsible for troubleshooting solutions.
• Experience in support role for customers (internal or external customers) with a proven track record of successful & timely interactions and resolutions for those customers.

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!