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About the Role

Ensure clients receive fast, accurate, and empathetic help while fully leveraging INNERGY Design and integrated CAD/CAM solutions. Troubleshoot complex technical issues, collaborate across teams, and help shape the future of support by training AI systems to anticipate and resolve client needs automatically.

Responsibilities

• 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.
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations.
• 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.
• 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.
• 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.
• Accurately tag and categorize tickets for reporting and analytics.
• Identify trends and partner with peers to refine workflows and elevate the overall support experience.

Requirements

• 2+ years in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology.
• Bilingual French and English
• 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, with the ability to explain complex issues clearly and confidently.
• Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure.
• 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.
• Detail-oriented approach to ticket categorization, data tagging, and reporting.

Skills

• Technical Support
• CAD/CAM Software
• Design Applications
• Manufacturing Technology
• French
• English
• Troubleshooting
• Analytical Skills
• Intercom
• Microsoft Dynamics
• Communication Skills
• Bug Reporting
• AI Training

Location

• Remote
• Office-based

Work Type

• Full-time

Experience Level

• 2+ years

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 while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework.
• Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems.
• We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work.
• With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth.
• This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers.
• As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.

Equal Opportunity

• INNERGY is committed to providing an inclusive and accessible work environment.
• We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws.
• If you require adjustments during the recruitment process or in your role, please let us know.
• INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.