Technical Support Specialist

About INNERGY

INNERGY builds cloud-based ERP software made specifically for custom woodworking manufacturers. Its platform is designed to help teams work more efficiently across design, production, and delivery for architectural millwork, cabinetry, and casework businesses.

Founded in 2016, INNERGY is a globally distributed company of 200+ professionals with strong software expertise and a focus on collaboration, creativity, and ownership. The company is growing quickly, especially after acquiring Microvellum, a well-known design-to-manufacturing solution provider in the woodworking space. This expansion strengthens INNERGY’s ability to deliver a connected, end-to-end platform for custom manufacturers.

This role offers the chance to make a visible impact in a fast-changing product and industry, with opportunities to help influence decisions and contribute to the evolution of the support function.

Role Overview

As a Technical Support Specialist, you will provide timely, accurate, and empathetic support to clients using INNERGY Design and integrated CAD/CAM tools. You will handle difficult technical issues, coordinate with internal teams, and help improve support operations by training AI systems to better predict and resolve customer needs.

The position connects client service, technical problem-solving, and AI-driven support improvement, with direct influence on customer satisfaction, operational effectiveness, and product quality.

Key Responsibilities

• Handle client requests and resolve issues through Intercom and Microsoft Dynamics while meeting service-level expectations and maintaining a positive client experience.
• Explain technical topics clearly and with empathy so clients feel informed and supported.
• Investigate and fix problems connected to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support CAD integration workflows, library setup, and manufacturing processes to keep design-to-production work running smoothly.
• Label and categorize “How-do-I” tickets to help train Intercom AI and improve self-service resolution.
• Use ticket patterns and historical data to improve AI responses, reduce manual workload, and support automation at scale.
• Create and maintain a knowledge base containing reusable answers, how-to content, and best-practice guidance.
• Keep documentation current so both internal teams and clients can resolve issues more efficiently.
• Write clear, detailed, and reproducible bug reports based on client-reported issues.
• Work closely with Engineering and Product teams to help deliver fast and effective fixes.
• Monitor repeat issues and share insights that support product improvements.
• Tag and classify tickets accurately for reporting and analytics.
• Spot recurring trends and collaborate with teammates to improve workflows and the overall support process.

Requirements

• At least 2 years of experience in technical support, preferably in CAD/CAM software, design applications, or manufacturing technology.
• Fluency in both French and English.
• Strong analytical and troubleshooting ability, especially in design-to-manufacturing environments.
• Working knowledge of support tools such as Intercom, Microsoft Dynamics, or comparable platforms.
• Strong written and verbal communication skills with the ability to simplify complex issues.
• Ability to handle multiple tickets in a busy environment while staying accurate and composed.
• Preferred exposure to INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.
• Preferred experience preparing structured bug reports and working with development or QA teams.
• Preferred familiarity with AI-assisted support tools, or a willingness to learn AI training methods.
• Preferred attention to detail in ticket tagging, data classification, and reporting.

Success Measures

• Maintain client satisfaction results above the target benchmark.
• Help reduce manual ticket handling through effective AI training and improved documentation.
• Provide accurate bug reports that help engineering respond faster.
• Show ongoing improvement in support efficiency, response quality, and knowledge sharing.

Additional Information

INNERGY is committed to an inclusive and accessible workplace and supports reasonable work adjustments for people with disabilities in line with applicable Australian laws. If you need any adjustments during recruitment or in the role, you are encouraged to let the company know.

The work is mainly computer-based and may involve long periods of screen time and frequent communication through digital channels. Depending on the role and location, work may be performed remotely or from an office. INNERGY also emphasizes employee wellbeing, flexibility, and a safe working environment across all regions.