Sr. Product Support Engineer

About the role: 

We are seeking an enthusiastic and motivated Senior Applications Engineer with a focus on Altium product expertise. Responsible for providing technical assistance to Customers and Sales Managers, manage priority customer issues and workflows. Provide support for other team members, including assistance in troubleshooting and documenting the most complex difficult issues.

A day in the life of our Sr. Product Support Engineer

• Take ownership and support a prioritized customer base and accounts defined by management
• Responsible for providing escalation resources and documenting/disseminating information for broader consumption surrounding technical issues as raised by Applications Engineering, Technical Marketing, Sales Management, and R&D
• Supporting entire customer base through a variety of mediums, with a focus on FAQ, Knowledge Base Articles, Online Help  and Community Forum participation
• Log all issues, updating activities to tickets, and escalated tickets
• Creation of various types of topic based content, such as online help, online user guides, video tutorials, knowledge base articles, quick start guides and more
• Provide Live coaching and assistance to team members
• Early access to pre-released products and features for testing and preparing for Technical Teams
• Maintain a high level of knowledge and professionalism

Who you are and what you’ll need for this position.

• Bachelor’s degree in Electrical or Electronics or Computer or Mechatronics Engineering
• A solid understanding of electronic design software, verification and automation
• Strong Experience with Altium products is a requirement
• 6+ years previous experience as an Altium Applications Engineer preferred
• Previous Experience in Technical Support role preferred
• Fluent in English *
• Fluency in additional languages is a plus
• Excellent Verbal and Written communication skills *
• Ability to regularly Mentor and Assist Applications Engineers
• Deep knowledge in two or more areas essential:
• Understanding of Data Management applications preferred (i.e. PLM, ERP, MRP, PDM)
• Experience with Complex PCB Simulation/Signal Integrity/Analysis is a plus
• Experience in technical demonstrations and presenting training materials
• Must possess excellent group and interpersonal communication and presentation skills, written skills, and the desire to work in a fast-paced environment with passion and enthusiasm for Altium Corporate Goals, Visions, Products, and Solutions
• Willingness and ability to travel as required with short or no notice
• Be driven, self-managed, and motivated

Working conditions  This job will require occasional travel.  When not traveling, time will be spent in the office fielding escalations from the technical team, and proactively assisting with the AE team casework.

Physical requirements – There may be some lifting required at some locations, carrying training materials into the training room.

United States Benefits

Medical, Dental, Vision Plans and HSA and FSA accounts

❤️ Basic Life and AD&D insurance; disability coverage where applicable   

Retirement 401(k) Plan Option with Altium match

Calm App and Employee Assistance Program 

Paid holidays plus a “Choice Day” off per quarter       

✈️ Paid time-off on arising schedule upon key milestones

Sick time for Dr. appointments or family health needs  

Family medical, maternity, paternity, and military leave

Flexible working arrangements available based on role and location

Employee referral and employee-of-the-month programs  

Home internet allowance

Professional development support

Free lunch, snacks, and drinks in the office

Free parking

The salary range for this role is $100,000-$115,000. Actual compensation packages within this range are based on a wide array of factors unique to each candidate and role requirements, including but not limited to skill set, years and depth of experience, certifications, and specific location.