Senior Application Engineer

Sandvik

Senior Application Engineer resolving complex SigmaNEST CAD/CAM and CNC support issues for manufacturing customers. Mentoring support agents and advancing AI-driven troubleshooting and workflow efficiency.

Posted 8/5/2026full-timeCincinnati • Ohio • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting advanced CAD/CAM and CNC programming issues, with a strong focus on customer support and technical documentation. Capable of mentoring support agents and acting as a technical liaison between Sales and Support teams.

Highest-signal resume keywords

Advanced Troubleshooting SkillsG-Code ProficiencySigmaNEST ExperienceTechnical Support ExperienceAI Tool Evaluation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CAD/CAM TroubleshootingCNC ProgrammingTechnical DocumentationSoftware DiagnosisG-Code AnalysisSQL Database ExperienceEngineering DegreeIT Helpdesk ExperienceProcess ImprovementTechnical Support Escalation

Soft Skills

MentoringCommunicationProblem-SolvingTime ManagementCustomer Service

Tools & Technologies

Microsoft OfficeWindowsAI ToolsKnowledge Base Management

Industry Keywords

Manufacturing EngineeringTechnical SupportCustomer SuccessCross-Functional CollaborationEscalation Handling

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets
Diagnose advanced software, G-code, CAD/CAM, and CNC issues
Own escalated cases through resolution and coordinate with Product teams on fixes or workarounds
Mentor and coach support agents on troubleshooting, product knowledge, and best practices
Identify recurring issues and drive root-cause fixes and documentation
Act as the technical liaison between Sales and Support for pre-sales questions, scoping, demonstrations, and competitive benchmarking
Provide frontline customer support by phone, email, and remote sessions when required
Travel to customer manufacturing facilities to install software and validate capabilities on customer machines
Provide engineering-level ticket support and read complex application code, including G-code
Identify, pilot, and evaluate AI tools for ticket triage, knowledge-base search, response drafting, and workflow improvement
Build and maintain a knowledge base with the Director of Customer Success and Product team
Track efficiency gains from process and tooling improvements
Train customers and internal staff onsite, in-house, and online
Create technical documentation, complaint reports, troubleshooting records, and case-quality feedback

Requirements

What you’ll need

5+ years of IT helpdesk or technical support experience, including direct escalation handling, OR 5+ years of mechanical and/or manufacturing engineering experience, OR 5+ years of SigmaNEST or comparable CAD/CAM nesting software experience
Engineering, IT, or other technical degree, or equivalent hands-on experience
Experience troubleshooting advanced CAD/CAM or CNC programming issues
Familiarity with G-code, especially as a machine operator or programmer
Track record of cross-functional work with Sales and Engineering
Ability to provide step-by-step technical help in written and verbal formats to varied audiences
Ability to manage multiple priorities and deadlines independently
Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows
Comfort serving as a technical point of contact for Sales and customer-facing conversations
Experience leveraging AI-enabled tools or automation to improve productivity, or ability to rapidly learn, evaluate, and apply such technologies at scale
Proficiency in Microsoft Office and Windows
Ability to travel up to 25% of the time
SQL database experience is a plus

Benefits

Comp & perks

Opportunity to contribute to Sandvik’s purpose to advance the world through engineering
Global team environment
Training and professional development through customer and internal staff training
Exposure to AI-assisted support tools and process-improvement initiatives