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Technical Support Specialist
Full-time
About INNERGY
INNERGY is transforming the woodworking industry with purpose-built, cloud-based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework.
About the Role
As a Technical Support Specialist, you'll ensure clients receive fast, accurate, and empathetic help while fully leveraging INNERGY Design and integrated CAD/CAM solutions. You'll troubleshoot complex technical issues, collaborate across teams, and help shape the future of support by training our AI systems to anticipate and resolve client needs automatically. This role bridges client experience, technical excellence, and AI innovation.
Key Responsibilities
Client Support & Experience
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
Technical Troubleshooting
Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
Support workflows including CAD integration, library configurations, and manufacturing processes
AI & Automation Enablement
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
Knowledge Management
Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices
Continuously refine documentation to improve internal efficiency and client self-service
Bug Reporting & Collaboration
Create detailed, reproducible bug reports from client issues
Collaborate with Engineering and Product teams to drive fast, high-quality fixes
Track recurring issues and share insights to inform product improvements
Qualifications
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
Preferred
Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems
Experience writing structured bug reports and collaborating with development/QA teams
Exposure to AI-assisted support platforms or willingness to learn AI training methods
