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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Application Engineer - **Company:** Sandvik, Inc. - **Location:** Cincinnati, OH, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Software Documentation, G-Codes, Microsoft Office, Software Engineering, SQL Databases - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3c60a645a998e419 ## About the Role Candidates should bring meaningful experience in one of the following backgrounds: Technical Support Background * 5+ years experience of IT helpdesk/technical support experience, including direct experience handling escalations * Engineering, IT, or other technical degree, or equivalent hands-on experience Applications/Industry Expertise * 5+ years experience of mechanical and/or manufacturing engineering experience, especially as a machine operator or programmer familiar with G-code * Demonstrated experience troubleshooting CAD/CAM or CNC programming issues at an advanced level Software/Product Expert * 5+ years experience with SigmaNEST or comparable CAD/CAM nesting software * Track record of working cross-functionally with Sales and Engineering on technical matters Additionally, the candidate should have: * Strong ability to provide step-by-step technical help, both written and verbal, to varied audiences * Proven ability to manage multiple priorities and deadlines independently * Advanced troubleshooting and diagnostic skills across software, hardware, and CNC/CAM workflows * Comfortable acting as a technical point of contact for Sales and customer-facing conversations * Experience leveraging AI-enabled tools or automation to improve productivity and operational effectiveness, or a demonstrated ability to rapidly learn, evaluate, and apply such technologies at scale. * Proficiency in Microsoft Office and Windows * SQL database experience is a plus * Ability to travel up to 25% of the time ## Description The Senior Application Engineer is a senior technical resource on the support team, serving as the primary escalation point for complex SigmaNEST software issues that fall outside the scope of standard front-line troubleshooting. This person combines deep product and CAD/CAM knowledge with strong communication skills, acting as a technical liaison between Support, Sales, and Development. The position is expected to mentor agents, raise the technical bar of the team, and step into day-to-day ticket queues whenever support volume requires it. The role also champions AI-driven tools and process improvements that increase the team's productivity and efficiency., Escalation & Technical Leadership * Serve as the primary escalation point for complex or unresolved SigmaNEST support tickets * Diagnose advanced software, G-code, and CAD/CAM issues that exceed first-line troubleshooting scope * Own escalated cases through resolution, coordinating with Product teams when a fix or workaround requires development involvement * Mentor and coach support agents on troubleshooting techniques, product knowledge, and best practices * Identify recurring issues and trends across tickets, and drive root-cause fixes and documentation to reduce repeat escalations Sales & Customer Liaison * Act as the technical liaison between Sales and Support for pre-sales technical questions, scoping, and competitive positioning * Support Sales with assigning or completing technical product demonstrations and competitive benchmarking as needed * Communicate complex technical concepts clearly to both technical and non-technical audiences, internally and externally Frontline Support (As Needed) * Provide first-level support for customer concerns regarding software installation and operation when queue volume or staffing requires it * Communicate solutions to end-users via phone, email, and remote sessions * Maintain customer notification, workflow coordination, and follow-up to meet service level agreements Applications & Engineering Support * Travel to customer manufacturing facilities to install software and validate capabilities on customer machines * Provide engineering-level support on incoming tickets, including extensive troubleshooting * Read and understand complex application code, including G-code, to diagnose and resolve support issues AI & Process Improvement * Identify opportunities to apply and implement AI tools (e.g., ticket triage, knowledge base search, response drafting) to improve support productivity and efficiency * Pilot and evaluate AI-assisted support tools and workflows, and recommend adoption where they demonstrate clear value * Partner with the Director of Customer Success and Product team to build and maintain a strong knowledge base that powers AI-assisted troubleshooting * Track and report on efficiency gains from process and tooling improvements Training, Documentation & Quality * Provide training for customers and internal staff: onsite, in-house, and over the internet * Create and maintain technical documentation of issues and solutions to support future troubleshooting * Document complaint reports and troubleshooting steps to maintain a clear case history * Review escalated case quality and provide feedback to improve team documentation standards ## Related Videos - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [This App Reached 10,000 Users in One Week. Here's How.](https://www.wearedevelopers.com/videos/100329-this-app-reached-10-000-users-in-one-week-here-s-how) - [TiDB, One Layer at a Time: How Distributed SQL Became an Agentic AI Backbone](https://www.wearedevelopers.com/videos/100117-tidb-one-layer-at-a-time-how-distributed-sql-became-an-agentic-ai-backbone) ## Related Articles - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)