About Accelerant Manufacturing At Accelerant Manufacturing, we're building the future of manufacturing through automation. We design, build, and support advanced production equipment that helps our customers increase efficiency, improve consistency, and scale their operations with confidence. We're a team of engineers, builders, and problem-solvers who enjoy tackling complex challenges and finding better ways to do things. As a growing company, every employee has the opportunity to make a meaningful impact. Good ideas can come from anyone, and we're always looking for people who are curious, driven, and eager to learn. Our relationship with customers doesn't end when a machine is delivered. We believe great support is just as important as great engineering. When our customers need help, we work alongside them to solve problems, minimize downtime, and keep their operations running. If you're looking for a place where you'll be challenged, trusted with real responsibility, and surrounded by people who are passionate about innovation, you'll fit right in. Every day brings new opportunities to solve problems, learn something new, and help build technology that's changing the way manufacturing gets done. Position Overview We are looking for a highly organized, customer-focused Technical Support & Customer Success Specialist to serve as the first point of contact for customer support requests. This role is responsible for monitoring customer support channels, responding to customer inquiries, troubleshooting machine issues, documenting support cases, and escalating complex technical problems to our Engineering team when necessary. The ideal candidate enjoys solving problems, communicating with customers, and working closely with engineering to ensure issues are resolved quickly and effectively. Key Responsibilities Customer Support Monitor customer technical support channels throughout the day for customer requests and technical issues. Respond promptly to customer questions and provide clear, professional communication. Troubleshoot machine, software, and operational issues using existing documentation and knowledge bases. Guide customers through diagnostic procedures to resolve problems remotely. Follow up with customers to ensure issues have been fully resolved. Technical Triage Evaluate incoming issues and determine severity and priority. Differentiate between operational, configuration, hardware, software, and engineering-related issues. Gather logs, photos, videos, error messages, and diagnostic information before escalation. Reproduce reported issues whenever possible. Ticket Management Create and maintain detailed support tickets for every customer issue. Document troubleshooting steps, customer communications, root causes, and final resolutions. Track ticket status through completion. Maintain accurate records for future reference and trend analysis. Engineering Coordination Escalate unresolved or advanced technical issues to the Engineering team. Provide engineers with complete documentation to minimize back-and-forth communication. Act as the liaison between customers and engineers during the resolution process. Communicate updates and expected timelines to customers. Knowledge Management Help maintain and improve troubleshooting guides and internal documentation. Identify recurring issues and recommend process improvements. Contribute to FAQ articles and customer support documentation. Qualifications Required 2+ years of customer support or technical support experience. Excellent written and verbal communication skills. Strong troubleshooting and critical thinking abilities. Ability to prioritize multiple requests in a fast-paced environment. Experience using Slack or similar communication platforms. Comfortable working with customers over chat, email, and phone. Strong documentation and organizational skills. Preferred Experience supporting industrial equipment, manufacturing equipment, automation systems, or machinery. Familiarity with PLCs, sensors, pneumatic systems, electrical components, or mechanical systems. Experience reading technical manuals and wiring diagrams. Basic understanding of engineering workflows. Ideal Candidate The ideal candidate is: Patient and customer-focused Mechanically inclined Detail-oriented Organized and process-driven Calm under pressure A strong communicator Comfortable learning new technologies Able to work independently while collaborating closely with engineering Success Metrics (KPIs) First Response Time Customer Satisfaction (CSAT) Number of Tickets Resolved per Week Escalation Rate to Engineering Engineering Escalation Quality Documentation Accuracy Ticket Backlog Customer Follow-up Completion Rate Recurring Issue Identification Knowledge Base Contributions Internal Communication Effectiveness Customer Retention and Satisfaction Benefits Competitive salary Health, dental, and vision insurance Paid time off Retirement plan Professional development opportunities Collaborative team environment Opportunity to work with innovative manufacturing technology If you enjoy solving problems, helping customers succeed, and working alongside engineering teams to support cutting-edge equipment, we'd love to hear from you.

Pay:

$52,000.00 - $62,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Parental leave Referral program Vision insurance

Work Location:

In person