Technical Support Specialist

About INNERGY

INNERGY is revolutionizing the woodworking industry with purpose-built, cloud-based ERP software designed specifically for custom manufacturers. Our platform empowers businesses to run smarter, faster, and more efficiently, bridging the gaps between design, production, and delivery for those who craft architectural millwork, cabinetry, and casework. But what truly sets us apart is our people.

Now, with exciting momentum and recent acquisition, INNERGY is entering a high-growth phase. We’re scaling quickly and thoughtfully—bringing in top talent and new ideas to help us reach the next level. It’s an incredible time to join a team where your contributions will have real impact, your voice will be heard, and your work will help shape the future of a fast-evolving company and industry. At INNERGY, we believe that how we work matters just as much as what we build. Our culture is rooted in curiosity, continuous improvement, and a drive to create “raving fans,” both in our customer base and on our team.

Position Summary

As a Technical Support Specialist, you’ll ensure clients receive fast, accurate, and empathetic help while fully leveraging INNERGY Design and integrated CAD/CAM solutions. You’ll troubleshoot complex technical issues, collaborate across teams, and help shape the future of support by training our AI systems to anticipate and resolve client needs automatically.

This role bridges client experience, technical excellence, and AI innovation, directly impacting customer satisfaction, operational efficiency, and product improvement.

📍 Location: Onsite in Medford, Oregon
🕒 Hours: 7:00 AM – 4:00 PM PST, Monday–Friday

Key Responsibilities

Client Support & Experience

• Manage and resolve client issues through Intercom and Microsoft Dynamics, ensuring responses meet SLAs and deliver a consistently positive experience.
• Communicate complex technical concepts clearly and empathetically to build client confidence and trust.

Technical Troubleshooting

• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations.
• Support workflows including CAD integration, library configurations, and manufacturing processes to ensure seamless design-to-production operations.

AI & Automation Enablement

• Tag and label “How-do-I” tickets to train Intercom AI, improving self-service resolution rates.
• Leverage ticket history and pattern analysis to improve AI accuracy, reduce manual intervention, and scale automation.

Knowledge Management

• Develop and maintain a knowledge base of reusable responses, how-to articles, and best practices.
• Continuously refine documentation to improve internal efficiency and client self-service.

Bug Reporting & Collaboration

• Create detailed, reproducible bug reports from client issues.
• Collaborate with Engineering and Product teams to drive fast, high-quality fixes.
• Track recurring issues and share insights to inform product improvements.

Data & Process Optimization

• Accurately tag and categorize tickets for reporting and analytics.
• Identify trends and partner with peers to refine workflows and elevate the overall support experience.

Qualifications

• 2+ years in a technical support role, ideally within CAD/CAM software, design applications, or manufacturing technology.
• Strong troubleshooting and analytical skills, especially in design-to-manufacturing workflows.
• Proficiency with support platforms such as Intercom, Microsoft Dynamics, or similar systems.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
• Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure.
  

Preferred

• Familiarity with INNERGY Design, Microvellum Toolbox, and AutoCAD-based systems.
• Experience writing structured bug reports and collaborating with development/QA teams.
• Exposure to AI-assisted support platforms or willingness to learn AI training methods.
• Detail-oriented approach to ticket categorization, data tagging, and reporting.

Success Indicators

• Maintain client satisfaction scores above defined benchmarks.
• Contribute to measurable reductions in manual ticket load through effective AI training and documentation.
• Deliver accurate, actionable bug reports that accelerate engineering response time.
• Demonstrate continuous improvement in support efficiency, response quality, and knowledge sharing.

Why You’ll Love It Here

At INNERGY, our mission is to create raving fans, and that starts with our people. We’re a team that leads with empathy, adapts with agility, and shows up for one another. Our inclusive culture is rooted in trust and driven by impact, curiosity, and a shared commitment to doing great work together. Everyone here rolls up their sleeves, leans into challenges, and brings their unique perspective to the table. We listen, learn, and grow together. If you’re energized by impact, fueled by purpose, and excited to build with people who truly care, you’ll love it here!

INNERGY is an Equal Opportunity Employer and values diversity at all levels. We are committed to providing a work environment that is free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, pregnancy, gender identity, national origin, disability status, veteran status, or any other characteristic protected by law.

⚠️ Please Beware of Recruitment Scams
At INNERGY, we take the security of our applicants seriously. Please be aware of potential scams where individuals or entities falsely represent themselves as our recruiters or hiring managers. We will never ask for sensitive personal information (such as Social Security numbers, bank details, or payment of any kind) during the initial application process.

Key Points to Remember:

• All official communication regarding our job openings will come from an @innergy.com email address or the domain app.bamboohr.com.
• We do not require any form of payment from candidates to apply, interview, or secure employment with us.
• If you suspect fraudulent activity or receive suspicious communication related to our job openings, please contact us directly or report it to the appropriate authorities.

Your safety is our priority, and we encourage all applicants to remain vigilant.