Customer Support Engineer (Manufacturing Solutions)

We are looking for a Customer Support Engineer to join our Support, Deployment & Licensing team in Belfast. In this role, you will work directly with customers to help them succeed by troubleshooting and resolving issues related to their use of aPriori software. This position involves supporting a diverse range of topics and challenges, requiring a broad understanding of manufacturing processes, concepts, and related technologies. The ideal candidate will thrive on variety and be energized by solving new, unfamiliar problems.

You will be responsible for diagnosing and resolving a wide array of customer issues, delivering effective solutions and workarounds where needed. While experience with all technical requirements is not essential, you’ll have the opportunity to learn and develop on the job.

We’re seeking a proactive, tenacious problem-solver who embraces challenges and is eager to grow. You’ll work collaboratively within a supportive team environment and engage with key areas of the business, including Development, Sales, Product Management, and Account Management. As you progress in the role, there will be opportunities to take on additional responsibilities and specialize in areas aligned with your interests and strengths.

Location: Belfast (Hybrid- 1-2 days’ per week in office)

Responsibilities

• Manage customer questions diligently and efficiently and involve other members of the aPriori team as needed.
• Proactively identify risks to customer accounts, or issues that may escalate.
• Communicate issues, requirements, and feedback between the customer and other internal teams.
• Reproduce questions & issues for further analysis, and explore potential solutions and workarounds
• Write documentation & knowledgebase articles, and create other content (e.g. videos, PowerPoint).
• Work on internal projects to help the efficiency of the team.