Technical Support Engineer - ALPHACAM (f/m/d) (Telford, GB, TF7 4PL)
Summary
As a Technical Support Engineer for ALPHACAM, you will play a key role in delivering high-quality technical support and customer assistance for industry-leading CAD/CAM software solutions. You will work closely with customers to resolve technical issues, support software implementation, and ensure a positive user experience. This role combines problem-solving, communication, and technical expertise, with opportunities to contribute to training and professional services activities.
Job Responsibilities
- Provide first- and second-line technical support to customers via Helpdesk, E-Support, and the Support Portal
- Diagnose and resolve software-related issues, including installation, configuration, and functionality challenges
- Accurately document customer cases, resolutions, and recurring issues to support continuous improvement and knowledge sharing
- Guide customers through troubleshooting processes and provide clear, professional technical guidance
- Deliver customer training sessions, webinars, or workshops on ALPHACAM features and best practices
- Collaborate with development and engineering teams by escalating bugs and sharing customer feedback
- Support internal teams, including Professional Services and Sales, when technical expertise is required
- Maintain strong customer relationships and follow up to ensure successful issue resolution and satisfaction
Qualifications
- Previous experience in a technical support or application support role, ideally within CAD/CAM or manufacturing software
- Good understanding of CAD/CAM concepts, workflows, and software environments
- Strong analytical and problem-solving skills with attention to detail
- Excellent verbal and written communication skills in a customer-facing environment
- Ability to work independently while also collaborating effectively within a team
- Confidence in explaining technical concepts to both technical and non-technical users
- Willingness to travel occasionally within the UK and Ireland as required
- Flexibility and a proactive approach to learning and continuous improvement
We Offer
- The opportunity to work with advanced CAD/CAM technology used across wood, stone, and composites industries
- A varied role combining technical support, customer interaction, and training delivery
- Professional development through hands-on experience and exposure to complex customer environments
- Collaboration with experienced specialists in a supportive, knowledge-driven team
- Flexible home-office working with occasional travel and on-site engagement
- A stable role within an international technology-focused organization