Software Support Engineer
No salary listed
Entry
Cincinnati, OH, USA
HybridHybrid in Cincinnati, OH; travel to customer facilities up to 25% after onboarding.
Customer Experience & SupportCustomer Education & Training, Customer Support
About the job
Requirements
- Ability to explain technical solutions step by step, both in writing and verbally.
- Ability to work independently and manage multiple open cases and deadlines.
- Strong troubleshooting skills and a methodical approach to problem solving.
- Proficiency with Windows and Microsoft Office.
- Comfort using AI tools, or a strong interest in learning to use them in the work.
Responsibilities
- Respond to customer questions about software installation and operation by phone, email, and online support channels.
- Log, prioritize, and follow up on support cases to meet service level agreements.
- Escalate complex issues to senior engineers with clear notes on the steps already taken.
- Complete SigmaTEK product training and shadow senior engineers on advanced cases and customer visits.
- Own complex support cases from diagnosis through resolution, including extensive troubleshooting.
- Customize and troubleshoot post processors and the NC (G-code) output they generate.
- Read and understand application code and make code fixes to resolve support issues.
- Travel to customer manufacturing facilities to install CAD/CAM software and run test programs on their machines to prove out the software.
- Deliver customer training on-site, at the in-house training facility, and online.
- Support the sales team with technical demonstrations and competitive benchmarking.
- Create and maintain documentation of issues and their solutions to speed up future resolutions.
- Use AI tools in daily work to research issues, draft customer responses, and create documentation faster.
- Identify repetitive support tasks and help automate them with AI and scripting.
- Help design and build AI-powered tools that help customers find answers and resolve issues faster, such as troubleshooting assistants and self-service knowledge resources.
- Follow company guidelines for responsible AI use, including protecting customer data.
Desired Qualifications
- Experience with CAD/CAM software or CNC cutting equipment, such as laser, plasma, waterjet, punch, or similar.
- Familiarity with G-code or post processors.
- SQL database experience.
- Scripting or programming experience, such as Python or PowerShell.
- Experience building prompts, automations, or tools with AI.
About the company
Sandvik is a global engineering company focused on mining and rock excavation, rock processing, and metal cutting, supplying tools, machines, and related services. Its products perform material extraction, rock breaking, crushing, and precision cutting to help customers mine, process, and shape metals. It differentiates itself through a long history, deep specialization in its core domains, an integrated portfolio, and a strategy that keeps focus on core businesses while divesting non-core units like Alleima. Its goal is to help customers improve productivity, safety, and sustainability in heavy industry by providing reliable equipment, tools, and support.
Company Size
10,001+
Company Stage
IPO
Headquarters
Stockholms kommun, Sweden
Founded
1862
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Simplify's Take
What believers are saying
- Q2 2026 order intake hit SEK 37.8 billion, with 17% growth.
- Q2 2026 adjusted EBITA margin reached 22.6%, proving pricing and mix strength.
- Sandvik completed Diemme Filtration on September 1, 2026, expanding mining value-chain coverage.
What critics are saying
- Machining restructuring through 2030 cuts 130 jobs and SE105 million annual savings distract execution.
- Q2 2026 items affecting comparability reached SEK 582 million, exposing integration and impairment costs.
- Autonomous drilling, filtration, and machining all face tough rivals like Epiroc, Caterpillar, and Metso.
What makes Sandvik unique
- Sandvik owns mining equipment, rock processing, and machining platforms across one industrial stack.
- AutoMine and Rio Tinto’s 2026 autonomous drilling integration deepens switching costs in mines.
- Diemme Filtration adds dewatering and filter presses, extending Sandvik deeper into mine throughput.
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Benefits
- Flexible Work Hours
- Professional Development Budget
- Training Programs
- Parental Leave
- Wellness Program
- Employee Referral Bonus
- Performance Bonus
- Remote Work Options