Customer Support Engineer


An excellent opportunity has arisen for a top-flight customer support engineer to join a team working with our CNC simulation and solid modelling software based in Sheffield. 

MachineWorks Software Development Toolkit is the industry standard for CNC simulation and verification.  Our software simulates any type of CNC machining and checks for clashes and gouges in the full machining environment.  MachineWorks technology is integrated into developers' applications to provide a wide range of simulation and clash detection solutions. Typically our customers range from CAM to Machine Tool Manufacturers.  Our unique suite of geometric engines is the fastest, most accurate and most stable available in the market and delivers unparalleled simulation and analysis.  

Polygonica is a solid modelling software toolkit for processing polygon meshes. Built on MachineWorks' core engines, Polygonica's unique polygonal modelling technology takes advantage of 20 years of development providing automatic, fast and robust Boolean operations. Other algorithms in Polygonica allow solid healing, simplification, slicing, sectioning and spun profile calculation. Polygonica has a wide range of applications such as CFD/FEA meshing, CAD/CAM/CAE, additive manufacturing where there is a requirement to repair defective models with vast numbers of polygons, rapid prototyping, reverse engineering, 3D movies and gaming, geo-exploring, urban modelling and other 3D digital applications.

JOB SUMMARY:

The position involves working with the customer support, development and testing teams at a detailed technical level to provide quality and responsive technical support for our software toolkits to customers worldwide. You will be required to gain in depth knowledge and experience of both MachineWorks and Polygonica at the application level, to provide the expert advice required.

KEY TASKS:

The successful candidate will take an active role in all of the following:

  • Monitor all ‘support’ queries to the support email feed and respond directly to customer.
  • Log all correspondence and review status daily to ensure all queries are responded to in timely fashion and according to priorities.
  • Respond to in depth technical queries with very clear description and instructions to customers where English may not be their first language.
  • Give code examples where required as explanation.
  • Reproduce customer bugs and liaise with development teams to fix.
  • Liaise with testing team for patch release information.
  • Liaise with Sales to provide licence keys for prospective customer evaluations.
  • Perform debugging of issues on Windows, Linux and Mac platforms where required as part of support-query investigation;
  • Write code examples, scripts and demonstrations if a project requires.
  • Occasional visits to industrial shows
  • Occasional meetings with customers directly or via web link.

REQUIRED SKILLS AND EXPERIENCE:

The following are essential skills for successful candidates for this role:

  • 2:1 or higher in maths, computer science, science or engineering degrees
  • Excellent analytical and problem solving skills
  • C or other programming language skills and experience
  • Experience of working on Windows platforms.
  • Good communication skills and the ability to work within a team
  • Excellent attention to detail

The following are highly desirable:

  • A postgraduate qualification (science, maths or engineering)
  • Strong mathematical skills (including geometry)
  • Experience and understanding of geometric modelling and 3D computer graphics
  • Experience of Python or other scripting languages
  • Experience of working on Mac and Linux platforms
  • Experience of CAD/CAM software development
  • Experience of C++, C#, Windows Forms, WPF, MFC, and Qt GUI development

WHAT WE OFFER:

  • Salary depending on skills and experience.
  • 8% Employer Pension Contribution
  • A flexible and friendly working environment in the Sheffield suburbs with free parking
  • All the tea and coffee you can drink!

Please submit a CV with a covering letter which outlines your suitability for, and interest in this role to vacancies@machineworks.com.   Applicants must be entitled under current work permit regulations, to work for organisations in the EU

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Customer Support Engineer

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