Technical Support Specialist

INNERGY

. Manage and resolve client issues through Intercom and Microsoft Dynamics while meeting SLAs .

Posted 9/28/2026full-timeRemote • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for CAD/CAM software and design applications, with strong troubleshooting skills and the ability to communicate complex concepts effectively. Proficient in using support platforms and committed to enhancing client satisfaction through AI training and documentation.

Highest-signal resume keywords

Technical Support ExperienceBilingual French And EnglishProficiency With IntercomTroubleshooting And Analytical SkillsFamiliarity With INNERGY Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingBug ReportingData TaggingAI TrainingDesign-To-Manufacturing WorkflowsLibrary ConfigurationsManufacturing WorkflowsAutoCADMicrovellum Toolbox

Soft Skills

Clear CommunicationEmpathyDetail-OrientedComposure Under PressureCollaboration

Tools & Technologies

IntercomMicrosoft DynamicsAI-Assisted Support Platforms

Industry Keywords

CADCAMDesign ApplicationsManufacturing TechnologyClient Satisfaction

About the role

Key responsibilities & impact

Manage and resolve client issues through Intercom and Microsoft Dynamics while meeting SLAs
Communicate complex technical concepts clearly and empathetically
Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
Support CAD integration, library configurations, and manufacturing workflows
Tag and label “How-do-I” tickets to train Intercom AI
Analyze ticket history and patterns to improve AI accuracy and reduce manual intervention
Develop and maintain reusable responses, how-to articles, and best-practice documentation
Create detailed, reproducible bug reports from client issues
Collaborate with Engineering and Product teams to drive fixes
Track recurring issues and share insights for product improvements
Tag and categorize tickets for reporting and analytics
Identify trends and refine support workflows
Maintain client satisfaction above defined benchmarks
Contribute to reductions in manual ticket volume through AI training and documentation

Requirements

What you’ll need

2+ years in a technical support role, ideally within 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 Intercom, Microsoft Dynamics, or similar systems
Excellent written and verbal communication skills, with the ability to explain complex issues clearly and confidently
Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure
Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems preferred
Experience writing structured bug reports and collaborating with development/QA teams preferred
Exposure to AI-assisted support platforms or willingness to learn AI training methods preferred
Detail-oriented approach to ticket categorization, data tagging, and reporting preferred
Must reside in an eligible U.S. state; eligible states include Texas, Florida, Missouri, Arizona, Indiana, North Carolina, and Wisconsin; candidates in California, Colorado, New York, Illinois, Washington, or other states with active pay transparency requirements are not eligible

Benefits

Comp & perks

Remote work options
Flexible work environment
Employee wellbeing support
Reasonable workplace adjustments/accommodations for individuals with disabilities
Inclusive and accessible work environment
Safe and supportive working environment