Support Engineer

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience.
• Communicate complex technical concepts clearly and empathetically to build client confidence and trust.
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations.
• Tag and label 'How-do-I' tickets to train Intercom AI, improving self-service resolution rates.
• Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation.
• Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices.
• Create detailed, reproducible bug reports from client issues.
• Collaborate with Engineering and Product teams to drive fast, high-quality fixes.
• Accurately tag and categorize tickets for reporting and analytics.

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