Technical Support Specialist

Responsibilities

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs.
• Diagnose and resolve technical issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Train AI systems by tagging and labeling "How-do-I" tickets to improve self-service resolution rates.
• Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices.
• Create detailed, reproducible bug reports and collaborate with Engineering and Product teams to drive fixes.
• Identify trends and partner with peers to refine workflows and elevate the support experience.

Requirements

• 2+ years of experience in a technical support role, ideally within CAD/CAM software or manufacturing technology.
• Bilingual proficiency in both French and English.
• Strong troubleshooting and analytical skills, specifically regarding design-to-manufacturing workflows.
• Proficiency with support platforms such as Intercom, Microsoft Dynamics, or similar systems.
• Excellent written and verbal communication skills to explain complex technical concepts clearly.

Preferred Qualifications

• Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.
• Experience writing structured bug reports and collaborating with development or QA teams.
• Exposure to AI-assisted support platforms or experience with AI training methods.
• A detail-oriented approach to ticket categorization, data tagging, and reporting.

About the Company

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 by connecting design, production, and delivery. Founded in 2016, we are a globally distributed team of professionals united by a passion for solving real-world problems through software expertise.