Advanced Application Engineer

Must live within the Fort Mill, SC location. Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment. Travel to customer sites as needed, up to 15%.

Responsibilities

• Provide in-depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues relating to configuration, installation, environmental and application functionality.
• Expedite timely resolutions to help maintain and reduce case closure cycle times.
• Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
• Build strong relationships with partner and end customer base and become knowledgeable about their respective needs.
• Keep customers updated on the status of work in progress on their problems.
• Develop robust communication practices with a strong focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines.
• Contribute knowledge base content for all new issues encountered and resolved at Tier 3, and enhance existing content to ensure good visibility and re-usability of data on known problems.
• Keep the case handling system updated with current information on support cases, related activities, and resolution.
• Participate in assigned New Product Introduction (NPI) projects and fully prepare the support teams for new product launches.
• Maintain and extend product knowledge by self-study and by attending relevant training sessions.
• Regularly share product and troubleshooting knowledge via coaching and training initiatives.
• Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.
• Handle complex issues escalated from lower support tiers and record all related activities in the case handling system.
• Provide training, coaching, and mentoring to lower support tiers to improve product knowledge and issue-handling skills.
• Actively develop and maintain technical knowledge base content.
• Communicate timely updates to customers with a focus on customer service and relationship building.
• Provide back-up to frontline support staff at peak times as required.

Requirements

• Bachelor’s Degree in Engineering (relevant discipline) or equivalent years of experience.
• Minimum 5 years of experience in product development or support.
• Minimum of 1 year of knowledge of networking fundamentals and wireless networking.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated skills in developing and delivering training.
• Demonstrated analytical mindset and skills to pinpoint areas of opportunity within the team.
• Very strong problem-solving skills – ability to quickly and correctly assess the impact, complexity, and urgency of technical problems reported by customers.
• Very strong continuous improvement mindset and leadership impact.
• Excellent time, priority, and task administration skills.
• Demonstrated leadership skills and sense of urgency.
• Demonstrated networking skills to investigate and provide solutions.
• Experience in product design, development, troubleshooting, and isolating issues.
• Experience in customer-facing roles.
• Strong awareness of the product development life cycle.
• Awareness of programming or software development.
• Experience with Android & iOS Application Development.
• Great presentation skills and ability to train others in the team.
• Self-motivated and able to work with little supervision, consistently taking the initiative to get things done.
• Skillful in teamwork, diversity, knowledge sharing, and reliability mindset.
• Ability to multi-task, prioritize, and work independently as well as in a team environment.

About Us

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification, and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room—we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications—powered by our world-class manufacturing capabilities. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace, and more.

As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Benefits

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision.
• Generous 401(k) with company match.
• Paid time off and holidays.
• Opportunity to participate in incentive programs for all full-time employees.
• Family planning benefits including paid parental leave, fertility coverage, adoption, and surrogacy assistance.
• Education reimbursement opportunities.
• Scholarship program for children of Brady employees.
• A variety of Employee Resource Groups to provide unique networking, development, and volunteer opportunities.
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management).
• Dress-for-your-day dress code.
• Charitable contributions matched through Brady's Matching Gift program.