Senior Application Engineer

About the role

The Senior Application Engineer serves as the primary escalation point for complex SigmaNEST software issues, combining deep product and CAD/CAM knowledge with strong communication skills. They act as a technical liaison between Support, Sales, and Development, mentoring agents and championing AI-driven tools and process improvements.

Key Responsibilities

• Escalation & Technical Leadership:

  • Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets.
  • Diagnose advanced software, G-code, and CAD/CAM issues that exceed first-line troubleshooting scope.
  • Own escalated cases through resolution, coordinating with Product teams when a fix or workaround requires development involvement.
  • Mentor and coach support agents on troubleshooting techniques, product knowledge, and best practices.
  • Identify recurring issues and trends across tickets, and drive root-cause fixes and documentation to reduce repeat escalations.

• Sales & Customer Liaison:

  • Act as the technical liaison between Sales and Support for pre-sales technical questions, scoping, and competitive positioning.
  • Support Sales with assigning or completing technical product demonstrations and competitive benchmarking as needed.
  • Communicate complex technical concepts clearly to both technical and non-technical audiences, internally and externally.

• Frontline Support (As Needed):

  • Provide first-level support for customer concerns regarding software installation and operation when queue volume or staffing requires it.
  • Communicate solutions to end-users via phone, email, and remote sessions.
  • Maintain customer notification, workflow coordination, and follow-up to meet service level agreements.

• Applications & Engineering Support:

  • Travel to customer manufacturing facilities to install software and validate capabilities on customer machines.
  • Provide engineering-level support on incoming tickets, including extensive troubleshooting.
  • Read and understand complex application code, including G-code, to diagnose and resolve support issues.

• AI & Process Improvement:

  • Identify opportunities to apply and implement AI tools (e.g., ticket triage, knowledge base search, response drafting) to improve support productivity and efficiency.
  • Pilot and evaluate AI-assisted support tools and workflows, and recommend adoption where they demonstrate clear value.
  • Partner with the Director of Customer Success and Product team to build and maintain a strong knowledge base that powers AI-assisted troubleshooting.
  • Track and report on efficiency gains from process and tooling improvements.

Required Experience

• Technical Support Background:

  • 5+ years experience of IT helpdesk/technical support experience, including direct experience handling escalations.

• Engineering, IT, or other technical degree, or equivalent hands-on experience:

  • 5+ years experience of mechanical and/or manufacturing engineering experience, especially as a machine operator or programmer familiar with G-code.
  • Demonstrated experience troubleshooting CAD/CAM or CNC programming issues at an advanced level.

• Software/Product Expert:

  • 5+ years experience with SigmaNEST or comparable CAD/CAM nesting software.
  • Track record of working cross-functionally with Sales and Engineering on technical matters.

• Additional Skills:

  • Strong ability to provide step-by-step technical help, both written and verbal, to varied audiences.
  • Proven ability to manage multiple priorities and deadlines independently.
  • Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows.
  • Comfortable acting as a technical point of contact for Sales and customer-facing conversations.
  • Experience leveraging AI-enabled tools or automation to improve productivity and operational effectiveness, or a demonstrated ability to rapidly learn, evaluate, and apply such technologies at scale.
  • Proficiency in Microsoft Office and Windows.
  • SQL database experience is a plus.