Technical Support Specialist

About INNERGY

INNERGY is revolutionizing the woodworking industry with a cloud-based ERP platform purpose-built for custom manufacturers in architectural millwork, cabinetry, and casework. Founded in 2016, our team of over 200 professionals is globally distributed, committed to combining deep software expertise with a passion for solving real-world challenges. We foster a culture of collaboration, creativity, and ownership, driving impactful software solutions alongside a supportive work environment.

Following the acquisition of Microvellum, a leader in design-to-manufacturing technology, INNERGY is expanding its capabilities and industry influence to deliver a unified platform for custom manufacturing.

Role Overview

The Technical Support Specialist plays a critical role in providing fast, accurate, and compassionate assistance to clients utilizing INNERGY Design and integrated CAD/CAM products. This position involves troubleshooting complex technical problems, collaborating with cross-functional teams, and enhancing support through AI-driven tools to automate resolutions.

Primary Responsibilities

• Handle and resolve customer issues via Intercom and Microsoft Dynamics, meeting service level agreements and ensuring a consistently positive client experience.
• Clearly and empathetically convey intricate technical concepts to customers, fostering confidence and trust.
• Troubleshoot technical problems related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations, supporting critical design-to-production workflows.
• Tag and classify "How-do-I" support requests to train AI systems for improved self-service and reduced manual workload.
• Analyze ticket histories and recurring patterns to enhance AI effectiveness and support automation.
• Develop and maintain a comprehensive knowledge base with reusable responses, instructional guides, and best practices to improve client self-sufficiency and internal efficiency.
• Generate detailed bug reports and collaborate with Engineering and Product teams to expedite issue resolution and product enhancements.
• Accurately categorize tickets for analytics and reporting, identifying trends for refining support processes.

Qualifications

• Minimum of two years’ experience in technical support, preferably within CAD/CAM software, design applications, or manufacturing technology environments.
• Fluency in both French and English languages.
• Strong analytical and troubleshooting abilities, especially in design-to-manufacturing workflows.
• Familiarity with support systems such as Intercom and Microsoft Dynamics, or similar platforms.
• Excellent written and verbal communications skills with the ability to explain complex technical issues clearly.
• Capable of managing multiple support requests concurrently in a fast-paced setting with accuracy and calmness.

Preferred Experience

• Hands-on knowledge of INNERGY Design, Microvellum Toolbox, and AutoCAD-based software tools.
• Competency in documenting structured bug reports and working collaboratively with development and quality assurance teams.
• Exposure to AI-assisted support workflows or eagerness to engage in AI training practices.
• Detail-focused approach to ticket categorization and data tagging for quality reporting.

Success Metrics

• Achieving customer satisfaction levels exceeding predefined benchmarks.
• Reducing manual ticket workload through effective AI training and documentation efforts.
• Producing precise bug reports that enhance engineering response times.
• Continually improving support efficiency, quality of responses, and knowledge sharing.

Additional Information

INNERGY is dedicated to fostering an inclusive, accessible workplace and offers reasonable accommodations for individuals with disabilities, complying with applicable laws. This predominantly computer-based role may involve extended screen time and digital communications. Work can be performed remotely or at the office depending on location.

As an Equal Opportunity Employer, INNERGY ensures a discrimination-free environment embracing all qualified applicants, regardless of race, religion, gender identity, sexual orientation, age, or other protected statuses.

This position is open only to candidates residing in eligible U.S. states due to regulatory constraints. Allowed states include Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin. Candidates from states with specific pay transparency laws such as California, Colorado, New York, Illinois, and Washington are not eligible.