aPriori Technologies · 4 hours ago
Customer Support Engineer
Concord, MA
Full-time
Hybrid
Entry, Mid Level
$70K/yr - $85K/yraPriori Technologies is a company focused on helping manufacturers digitally transform their businesses. They are seeking a Customer Support Engineer to join their US-based Customer Support team, responsible for providing ongoing support to customers and ensuring they get the most value from their software solutions.
EnterpriseManufacturingSimulationSoftware
Responsibilities
Review and respond to incoming customer questions and issues through our web-based ticketing system (Zendesk), following standard processes and meeting SLA response times
Analyzing incoming issues and finding solutions working through 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
Qualification
Required
Excellent communication skills, both written and spoken with the ability to communicate technical topics to non-technical people
Proven problem-solving skills – insatiable appetite to find the solution
Able to independently follow through and complete tasks to a high standard in a timely manner
Strong customer focus, motivated to prevent and resolve issues quickly
Willingness to learn new concepts and ideas
Ability to troubleshoot technical issues
Proficient with (or fast learner of) ticketing systems to create, queue, and prioritize tickets; familiar with using tickets to meet SLAs and track resolution metrics
Degree in Mechanical Engineering, Industrial Engineering or similar STEM subject
Experience working major CAD systems (e.g. CREO, Solidworks, NX, CATIA) and PLM systems (e,g. Teamcenter, Windchill)
Foundational knowledge of Mechanical design and common Manufacturing technologies (Machining, Casting, Forging, Metal Fabrication, etc.)
Preferred
Experience testing and troubleshooting aPriori solutions is a plus
Technical proficiency with Windows operating systems, networking, and databases, ideally with enterprise software experience is a plus
Benefits
Medical, dental, and vision for employees and their dependents
Life
Disability
Flexible spending accounts
401k match
Career-growth opportunities
Flexible time
Paid time off benefits
APriori days
Company
aPriori Technologies
aPriori Technologies is a provider of a digital manufacturing simulation software.
Founded in 2003
201-500 employees
H1B Sponsorship
aPriori Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (2)
2022 (4)
Funding
Current Stage
Late StageTotal Funding
$109.02MKey Investors
Vista Credit PartnersGutbrain VenturesAutodesk
2023-10-19Series E
2021-09-07Series D· $30M
2021-04-13Series C· $5M
Leadership Team
Stephanie Feraday
President & Chief Executive Officer
Rick Burke
Vice President, Marketing
Recent News
2025-02-08
Amazon Web Services
2024-06-04
Company data provided by crunchbase