Technical Support Specialist, Division Production Software

Production Software Division | Hexagon Manufacturing Intelligence

United States | Remote

Hexagon is the global leader in measurement technologies. From microns to Mars, we measure what matters for the future.

Hexagon Manufacturing Intelligence's Production Software Division delivers production and quality solutions that help manufacturers accelerate innovation, improve productivity, and confidently bring their ideas to life.

Our mission-to "deliver trusted software technology that gives manufacturers the confidence to make it, prove it, and repeat it"-is made possible by our talented and dedicated employees around the world. Together, we combine deep industry knowledge, innovative technology, and a shared commitment to helping our customers solve complex challenges and shape the future of manufacturing.

The Technical Support Specialist provides customer-facing technical support for SaaS-based manufacturing software, diagnosing and resolving application, configuration, integration, database, and shop-floor connectivity issues.

While the primary focus is technical support and issue resolution, the role also applies application engineering expertise to complex customer environments, working closely with Product, R&D, Services, and Support teams to resolve issues, identify root causes, and improve the reliability and usability of our solutions.

• Make an impact. Help manufacturers keep business-critical production software and connected systems operating effectively.
• Solve complex problems. Work across SaaS applications, databases, integrations, and shop-floor technologies to diagnose and resolve challenging customer issues.
• Build your expertise. Develop deeper technical and manufacturing knowledge while working closely with Product, R&D, Services, and other technical teams.
• Work globally and collaboratively. Support customers and colleagues across a diverse, international Production Software organization.

• Serve as a primary technical contact for customer support requests, prioritising issues based on severity, business impact, and urgency.
• Diagnose and resolve SaaS application issues involving functionality, configuration, workflows, permissions, data visibility, access, and platform behaviour.
• Guide customers through product functionality, configuration, onboarding, and troubleshooting while providing clear and timely communication through resolution.
• Support critical incidents and production outages, coordinating investigation and escalation with Product, R&D, Services, and other teams as needed.

• Investigate complex issues involving SaaS applications, databases, APIs, integrations, and connected manufacturing systems.
• Serve as an escalation resource for database health, configuration, security, backup/recovery, migration, and performance issues.
• Troubleshoot SQL performance using queries, execution plans, indexing, logs, and system-resource data to identify root causes and appropriate resolutions.
• Support integrations with enterprise and shop-floor technologies, including ERP/MES systems, APIs, barcode scanners, RFID, label printing, tablets, industrial PCs, and other connected devices.

• Support customer onboarding, testing, migration, configuration, and environment-readiness activities.
• Partner with Services and Application Engineering on complex implementations and customer-environment requirements.
• Identify recurring issues, contribute to root-cause analysis and corrective actions, and develop knowledge resources that improve support effectiveness and customer self-service.
• Share technical knowledge across the Support organization while following established security, confidentiality, change-management, and compliance practices.

• Bachelor's degree in Information Technology, Computer Science, Engineering, Manufacturing Systems, Business Systems, or a related field, or equivalent relevant experience.
• 2+ years of customer-facing technical, application, SaaS, database, or related technical support experience.
• Demonstrated ability to troubleshoot software issues across applications, configurations, logs, databases, and integrations.
• Working knowledge of SQL and relational databases, including database health, security/permissions, backup and recovery, and performance troubleshooting.
• Understanding of HTTP/REST, APIs, JSON/XML, browser developer tools,…