Application Development & Support Analyst
Lehigh Valley Health Network
Technical Support Specialist
INNERGY
full-time
Posted on:
Location Type: Remote
Location: Remote • Oregon • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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.
Requirements
- 2+ years in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology.
- 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)
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootinganalytical skillsCAD integrationlibrary configurationsmanufacturing processesbug reportingAI training methods
Soft skills
communication skillsclient managementproblem-solvingattention to detailcollaboration
