Altium Inc., a subsidiary of Australian based Altium Limited, is a leading developer and supplier of cutting edge design software that is used by engineers to develop electronics across a broad range of products and industries. Our solutions help customers to drive innovation in product development, bringing their products to market faster, for less cost and with greater intelligence. Altium’s customers include leading US companies such as Texas Instruments, National Semiconductor, Lockheed Martin and General Dynamics.
Working at Altium provides the opportunity to be part of an energetic and driven team focused on selling and supporting our cutting edge technology to enable engineers to push the boundaries of today’s technologies and electronics devices.
In addition to a competitive compensation package, Altium offers an excellent range of employee benefits.
Here are just some of the benefits employees enjoy:
- Superior Health and Wellness Benefits
- Medical Plan
- Dental Plan
- Vision Insurance
- Flexible Benefit Plan
- Life/AD&D Insurance
- Voluntary Life Insurance
- Long Term Disability
- Employee Assistance Plan
- Discounted Fitness Centre membership
- 401(k) Savings Plan
- Generous vacation plan
- Educational Assistance
- Onsite staff café with free lunch and other partially subsidized food and drink items
If you believe that you have the experience and drive to contribute to our growing organization, please send your resume to people.usa@altium.com.
Current Job Openings:
Customer Success/Application Support Engineer
The successful candidate will be a natural troubleshooter who is super flexible and thrives in a rapid changing environment. Someone who enjoys ensuring customer success in the adoption of the Altium technology. This person enjoys being involved in multiple areas, can wear multiple hats and jump in where needed to help the entire team and the company.
In this critical role, you will be the first contact for our customers who have technical questions or issues. We value our customers and wish to provide them with highest quality of technical support. As such, we hire individuals that strive for more in everything they do. We are looking for highly motivated candidates experienced in and committed to the field of customer success and Technical Support.
Job duties include but are not limited to providing directions and assistance for their product related issues either by phone or web remote computer troubleshooting, possibly onsite visits at client locations. Additional responsibilities include creation of highly technical content Videos, White Papers, Frequently Asked Questions, Knowledge Base Articles, Video Tutorials, and other content used to support customer base. Successful progression within the role opens up additional opportunities to participate in face to face trainings, training content development, as well as creation of actual hardware and/or software coding examples.
Key Responsibilities:
- Supporting our entire customer base through a variety of mediums, with a focus on FAQ, Knowledge Base Articles, and Community Forum participation.
- Provide proactive and reactive assistance to all customers, either external or internal
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Troubleshooting and qualification of cases prior to escalation into Tier-II support.
- Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
- Log all issues, updating activities to cases, and escalate cases
- Record and document all issues related to customers both internal and external
- Produce articles for submission into the current knowledgebase
- Creation of various types of topic based content, such as online help, online user guides, video tutorials, knowledge base articles, quick start guides, and more
- Maintain a high level of knowledge and professionalism
- Ability to distill complex technical information into actionable knowledge that users can understand and apply
- Continually develop and maintain product knowledge
Required Experience/Skills & Education:
The person who joins this team must be flexible, able to adapt to rapid changes, and must be able to learn new content development tools at a quick pace. This person must be able to wear multiple hats and jump in where needed to help the entire team and the company.
- Previous experience in a pre or post sales customer support role
- Experience in providing customer support and strong technical skills in the area of EDA software product support ie: Schematic Capture, PCB Layout, such as Altium Designer, OrCAD tools or Mentor graphic tools, IT computer support, Helpdesk support, networking, routing, and web servers.
- Aptitude to troubleshoot issues, identify workarounds and solutions, as well as juggle multiple tasks at a time is required.
- Understanding of Operating Systems such as Unix, Linux and Windows
- Basic experience with programming/scripting (PERL, JAVA, C, C++, SQL and DB2) is desirable
- Working knowledge with MS SQL, Routing protocols (TCP / IP, OSPF etc.,) HTML, ATM, Token Ring, ISDN, and Ethernet preferred
- The candidate should be a team player with ability to communicate at multiple levels with customers (i.e. technical / management) as well as internal team members (sales, support, management)
- Excellent at providing positive customer service
- Advanced writing and verbal skills
- Self-motivated (takes initiative)
- Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable
- Intense desire to learn and understand from a technical nature how things work
- Electronics Industry background Associates or Bachelors in Electronics required.
- Understanding of computer hardware a plus
We have an excellent work environment with free breakfast, lunch and coffee daily!
Send Resume to: people.usa@altium.com
