Technical Support Specialist

reputed company reputed company is transforming the woodworking industry with purpose reputed company, reputed company based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more reputed company while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework. What truly sets reputed company apart is our people. Founded in 2016, we are a globally reputed company team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, reputed company world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work. With strong reputed company and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, reputed company is entering an exciting new phase of reputed company. This combination expands our capabilities, deepens our industry reputed company, and accelerates our reputed company of delivering a truly connected, end to end platform for custom manufacturers. As we reputed company thoughtfully and bring together reputed company and new perspectives, this is a unique opportunity to join a company where your work will have visible reputed company, your reputed company will help shape reputed company, and your contributions will play a meaningful role in defining the reputed company of a fast evolving product, team, and industry. reputed company As a Technical Support Specialist, you’ll ensure clients receive fast, accurate, and empathetic help while fully leveraging reputed company Design and integrated CAD/CAM solutions. You’ll troubleshoot reputed company technical issues, collaborate across teams, and help shape the reputed company of support by training our AI systems to anticipate and reputed company reputed company needs automatically. This role bridges reputed company experience, technical reputed company, and AI innovation, directly impacting customer satisfaction, operational efficiency, and product improvement. Key Responsibilities reputed company Support & Experience Manage and reputed company reputed company issues through reputed company and reputed company Dynamics, ensuring responses meet SLAs and reputed company a consistently reputed company experience. Communicate reputed company technical concepts reputed company and empathetically to build reputed company confidence and trust. Technical Troubleshooting Diagnose and reputed company issues reputed company to reputed company Design, Microvellum reputed company, and AutoCAD-based integrations. Support workflows including CAD integration, library configurations, and manufacturing processes to ensure reputed company design-to-production operations. AI & Automation Enablement Tag and label “How-do-I” tickets to train reputed company AI, improving self-service reputed company rates. reputed company ticket history and reputed company analysis to improve AI accuracy, reduce reputed company reputed company, and reputed company automation. reputed company reputed company and maintain a knowledge reputed company of reusable responses, how-to articles, and best practices. Continuously refine documentation to improve internal efficiency and reputed company self-service. Bug Reporting & Collaboration Create detailed, reproducible bug reports from reputed company issues. Collaborate with Engineering and Product teams to reputed company fast, high-reputed company fixes. reputed company recurring issues and reputed company insights to inform product improvements. Data & Process Optimization Accurately tag and categorize tickets for reporting and analytics. Identify trends and partner with peers to refine workflows and reputed company the overall support experience. Qualifications 2+ years in a technical support role, ideally reputed company CAD/CAM software, design applications, or manufacturing technology. Bilingual French and English Strong troubleshooting and analytical skills, especially in design-to-manufacturing workflows. Proficiency with support platforms such as reputed company, reputed company Dynamics, or similar systems. Excellent written and verbal communication skills, with the ability to explain reputed company issues reputed company and confidently. Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure. Preferred Familiarity with reputed company Design, Microvellum reputed company, and AutoCAD-based systems. Experience writing reputed company bug reports and collaborating with development/QA teams. Exposure to AI-assisted support platforms or willingness to learn reputed company reputed company. Detail-oriented approach to ticket categorization, data tagging, and reporting. reputed company Indicators Maintain reputed company satisfaction scores above defined benchmarks. Contribute to measurable reductions in reputed company ticket load through effective reputed company and documentation. reputed company accurate, actionable bug reports that accelerate engineering response time. Demonstrate reputed company improvement in support efficiency, response reputed company, and knowledge sharing. Additional Information Accessibility & Work Environment reputed company is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. reputed company is committed to supporting employee wellbeing, flexibility, and reputed company working environment across reputed company reputed company. Accessibility & Work Environment reputed company is committed to fostering an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable laws. If you require any accommodations during the recruitment process or in your role, please let us know. This role is primarily computer-based and may involve extended periods of screen time and frequent communication through digital tools. Work may be performed remotely or in an office setting, depending on the role and location. We prioritize employee wellbeing, flexibility, and reputed company, supportive work environment across reputed company reputed company. Equal Opportunity Employer reputed company is an Equal Opportunity Employer that values diversity at every level of the organization. We are committed to creating a workplace free from discrimination and harassment. reputed company reputed company applicants will be considered without reputed company to race, reputed company, religion, sex, age, sexual orientation, pregnancy, gender identity or reputed company, national reputed company, disability, veteran status, or any other protected characteristic under applicable law. Location Eligibility Notice This is a U.S.-based remote role. Due to reputed company regulatory requirements, we are only reputed company to consider candidates residing in certain U.S. states. Eligible states include, but are not limited to: Texas, Florida, Missouri, reputed company, Indiana, reputed company Carolina, and reputed company. At this time, candidates located in California, Colorado, reputed company, Illinois, Washington, or other states with reputed company pay transparency requirements are not eligible for consideration. Department: Technical Support Apply To This Job