Deployment Engineer

We are looking for applicants to join our Support, Deployment & Licensing team in Belfast, interacting directly with customers and helping them to be successful.

Job Type

Full‑time

Overview

This role focuses on computing, IT, and database skills, helping our customers install and manage our suite of enterprise software. The successful applicant will diagnose and progress a wide range of customer issues with aPriori software, providing workarounds and resolutions. The role requires broad knowledge of various technologies and enjoyment of working on diverse topics and projects.

Responsibilities

• Review and respond to incoming customer questions and issues via our web‑based ticket tracking system – Zendesk.
• Follow standard processes and timelines to meet service level agreement response times.
• Analyze incoming issues and find solutions through knowledge base searches, personal experience, team suggestions, and collaboration with product management and development engineers.
• Manage customer questions efficiently, involving other aPriori team members when necessary.
• Proactively identify risks to customer accounts or issues that may need escalation.
• Communicate issues, requirements, and feedback between the customer and internal teams.
• Reproduce questions and issues for further analysis and explore potential solutions and workarounds.
• Write documentation and knowledge‑base articles, and create other content such as videos and PowerPoint.
• Participate in internal projects to improve team efficiency.

Requirements

• Excellent communication skills, both written and spoken, with empathy for the customer.
• Critical thinking and problem‑solving skills.
• Ability to independently follow through and complete tasks to a high standard.
• 2nd/3rd line support experience with internal users, customers, and partners.
• Experience mentoring and supporting junior colleagues.

Nice to Have

• Cloud application support (AWS).
• Database management experience (MySQL, SQL Server, Oracle).
• Manufacturing knowledge.
• Experience coding or scripting.

Education And Experience

• Degree in Engineering, Computer Science, or another STEM subject.
• Broad experience with IT topics (e.g., Windows operating systems, networking), ideally involving enterprise software.
• 1–3 years in a technical support role.
• Experience with major CAD systems (e.g., CREO, SolidWorks, NX, CATIA) and PLM systems (e.g., Teamcenter, Windchill).
• Experience using customer support or similar queue technologies such as Zendesk or JIRA.
• Experience in a role responsible for troubleshooting solutions.
• Experience providing support to customers (internal or external) with a proven track record of timely and successful resolutions.

Benefits

A team environment where your experience is valued, your voice is heard, and the work you do impacts customers and employees. Competitive compensation and benefits including pension match, private medical & dental, flexible time off, and aPriori days.

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