Technical Support Specialist, Division Production Software

The Technical Support Specialist provides customer-facing technical support for SaaS-based manufacturing software, diagnosing and resolving application, configuration, integration, database, and shop-floor connectivity issues.

While the primary focus is technical support and issue resolution, the role also applies application engineering expertise to complex customer environments, working closely with Product, R&D, Services, and Support teams to resolve issues, identify root causes, and improve the reliability and usability of our solutions.

Make an impact. Help manufacturers keep business-critical production software and connected systems operating effectively.

Solve complex problems. Work across SaaS applications, databases, integrations, and shop-floor technologies to diagnose and resolve challenging customer issues.

Build your expertise. Develop deeper technical and manufacturing knowledge while working closely with Product, R&D, Services, and other technical teams.

Work globally and collaboratively. Support customers and colleagues across a diverse, international Production Software organization.

Serve as a primary technical contact for customer support requests, prioritising issues based on severity, business impact, and urgency.

Diagnose and resolve SaaS application issues involving functionality, configuration, workflows, permissions, data visibility, access, and platform behaviour.

Guide customers through product functionality, configuration, onboarding, and troubleshooting while providing clear and timely communication through resolution.

Support critical incidents and production outages, coordinating investigation and escalation with Product, R&D, Services, and other teams as needed.

Support customer onboarding, testing, migration, configuration, and environment-readiness activities.

Partner with Services and Application Engineering on complex implementations and customer-environment requirements.

Identify recurring issues, contribute to root-cause analysis and corrective actions, and develop knowledge resources that improve support effectiveness and customer self-service.

Share technical knowledge across the Support organization while following established security, confidentiality, change-management, and compliance practices.

This is a remote position based in the United States. The role is performed primarily in a home-office environment and requires regular use of a computer, telephone, collaboration tools, and other standard office technology.

The employee must be able to communicate effectively with customers and colleagues in a virtual environment and maintain a work setting appropriate for handling business and customer information. Extended periods of computer-based work and participation in virtual meetings are expected.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Today, everything from the phone in your pocket to the aeroplanes crossing the sky functions because we can measure the world around us. Measurement is not just the foundation of progress – it is the thread that connects human achievement, from the earliest monuments to the frontier of space. At Hexagon, measurement is in our DNA. For 25 years, we've shaped industries and enabled innovators by delivering precision, accuracy, and reliability where it matters most. Now, as the world moves into the intelligence age with its own set of challenges and opportunities, Hexagon stands ready – the global leader in measurement technologies – measuring what matters for the future.

From microns to Mars, we measure what matters for the future.

Get to know our teams, our culture, and our technology through our social media channels:

Instagram: @hexagon_mi | @hexagon_ab LinkedIn: Hexagon Manufacturing Intelligence YouTube: Hexagon MI | Hexagon AB Twitter/X: @HexagonMI | @HexagonAB Facebook: Hexagon Manufacturing Intelligence

Hexagon is the global leader in measurement technologies. Our precision measurement, positioning, and autonomous solutions transform the world’s most vital industries. From aerospace & defense, automotive, construction, general manufacturing, to mining and more, we provide the confidence that customers rely on to build, navigate, and innovate. Hexagon (Nasdaq Stockholm: HEXA B) has approximately 16,000 employees in 50 countries and net sales of approximately 3.7bn EUR.

Apply now

Hexagon Manufacturing Intelligence does not accept unsolicited candidates, CVs, or resumes from agencies or third parties. All candidate profiles must be submitted through our SuccessFactors system and approved in advance by the Global Talent Acquisition team. Any CVs/resumes sent outside this process will be considered the property of Hexagon, and no placement fees will be paid.

Hexagon posts all official job opportunities on either careers-manufacturing.hexagon.com or careers.hexagon.com and communicates only from email addresses ending in @hexagon.com. We never request payment or personal banking information during recruitment. No offers will ever be extended without a proper interview via Teams or in person, never done over email alone. If you suspect fraud, it probably is, and contact us at [email protected].

Division: Production Software

Job Title: Technical Support Specialist, Division Production Software

Job Function: Service Application

Job Location (Short): Alpharetta, GA, USA, 30022

Workplace Type: Remote

Workplace Details:

Req ID: 3241

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We put data to work to drive efficiency, productivity and quality across industrial, manufacturing, infrastructure, public safety and mobility applications. Our solutions enable customers to capture, analyze and leverage data from the physical world to create smarter, more connected and increasingly autonomous ecosystems that support a scalable and sustainable future. Hexagon’s Manufacturing Intelligence business area delivers solutions that leverage data from design and engineering through production and metrology to help manufacturers make smarter, data-driven decisions and improve performance across the product lifecycle.