Customer Success Agent

Position Summary

The Customer Success Agent (CSA) is responsible for delivering exceptional technical support and customer service to Adept customers throughout the customer lifecycle. Acting as the primary technical resource for support requests, the CSA diagnoses, troubleshoots, and resolves issues involving Adept software, Microsoft Windows Server environments, Microsoft SQL Server, IIS, authentication services, engineering applications, and related infrastructure.

The CSA partners closely with Customer Success Managers (CSMs), Quality Assurance, Product Management, Development, Professional Services, and Sales to ensure customer issues are resolved efficiently while continuously improving the customer experience. In addition to technical support, the CSA contributes to product quality through testing, documentation, and knowledge sharing.

This position requires strong technical aptitude, excellent communication skills, and a customer-first mindset. The CSA participates in an after-hours on-call rotation providing 24x7 support for critical customer issues in accordance with company support policies and customer service level agreements (SLAs).

Essential Accountabilities

Essential Duties & Responsibilities

1. Customer Technical Support (65%)
Serve as the primary point of contact for customer technical support by:

• Responding to customer requests through phone, email, web, and support ticket systems.
• Diagnosing and resolving issues involving:
  • Adept Desktop and Web applications
  • Microsoft Windows Server
  • Microsoft SQL Server
  • IIS
  • Authentication (Active Directory, LDAP, SSO)
  • CAD integrations (AutoCAD, Inventor, SOLIDWORKS, etc.)
  • File management, document lifecycle, and engineering workflows
• Managing customer cases using Salesforce and Atlassian Jira while maintaining accurate documentation and timely updates.
• Prioritizing and resolving incidents according to defined service level agreements.
• Escalating complex technical issues to Engineering or Product Management when appropriate.
• Performing remote troubleshooting sessions to identify root causes and implement corrective actions.
• Restoring customer confidence through professional, timely, and effective communication.
• Following established troubleshooting procedures while documenting resolutions for future reference.
• Participating in regular team meetings, case reviews, and continuous improvement initiatives.
• Building strong customer relationships through professionalism, responsiveness, and technical expertise.

24x7 On-Call Support

• Participate in a rotating after-hours on-call schedule providing 24 hours per day, 7 days per week support for customer issues.
• Respond to emergency support requests within established response time objectives.
• Coordinate with Development, Product Management, and leadership during critical customer outages.
• Ensure timely communication and resolution of after-hours production incidents.
• Participate in weekend, holiday, and overnight support rotations as assigned.

2. Quality Assurance & Technical Validation (25%)
Improve product quality by:

• Reproducing customer-reported defects in controlled environments.
• Maintaining virtual test environments.
• Installing, configuring, and upgrading Adept software.
• Restoring and managing Microsoft SQL Server databases.
• Configuring IIS websites and application pools.
• Installing and configuring SSL certificates.
• Testing software fixes and verifying defect resolution.
• Logging defects and enhancement requests in Jira with complete reproduction steps.
• Collaborating closely with Development and Product Owners to improve product stability and usability.

3. Documentation & Knowledge Management (5%)
Support customer success by developing technical resources including:

• Knowledge Base articles
• Technical Bulletins
• Installation Guides
• Troubleshooting Guides
• Best Practice documentation
• Internal Support Procedures

Additionally:

• Review existing documentation for technical accuracy.
• Document recurring issues and proven solutions.
• Share technical knowledge with teammates to improve overall support effectiveness.

4. Professional Services & Additional Responsibilities (5%)

• Support customer conferences, and training events.
• Assist Customer Success Managers during customer implementations when required.
• Participate in product demonstrations and internal technical training.
• Cross-train with other Customer Success team members.
• Perform additional duties as assigned.

Knowledge, Skills & Abilities

Experience

• Minimum of 3 years supporting enterprise software applications.
• Experience supporting PDM, PLM, Document Management, CAD, or Engineering software preferred.
• Experience working directly with external customers in a technical support environment.

Technical Knowledge
Strong working knowledge of:

• Microsoft Windows Server
• Microsoft SQL Server
• Microsoft IIS
• Microsoft Active Directory
• SSL Certificates
• Networking fundamentals (DNS, TCP/IP, Firewalls)
• Windows Desktop operating systems
• Virtualization technologies (VMware, Hyper-V)
• CAD applications such as AutoCAD, Inventor, or SOLIDWORKS
• Document Management or Product Data Management systems

Experience with the following is highly desirable:

• Salesforce
• Atlassian Jira
• Azure Active Directory / Entra ID
• LDAP
• SAML / Single Sign-On
• PowerShell
• OpenSearch

Communication

• Excellent verbal and written communication skills.
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Professional, patient, and customer-focused demeanor.
• Strong documentation skills.

Problem Solving

• Strong analytical and troubleshooting abilities.
• Ability to independently identify root causes and develop effective solutions.
• Ability to manage multiple priorities while maintaining attention to detail.
• Sound judgment regarding escalation and prioritization.

Teamwork

• Demonstrated ability to collaborate across departments.
• Positive attitude with a willingness to mentor and share knowledge.
• Strong organizational and time management skills.

Flexibility

• Willingness to participate in rotating evening, weekend, holiday, and overnight on-call schedules.
• Ability to occasionally work outside normal business hours to support customer emergencies and planned maintenance activities.

Working Conditions

No unusual physical requirements.
 

Key Working Relationships

Internal

• Customer Success Managers
• Customer Success Specialists
• Customer Success Agents
• Development
• Quality Assurance
• Product Management
• Sales

External

• Customers
• Customer IT Administrators
• System Administrators
• Engineering Managers
• CAD Administrators
• Adept Administrators

Success Measures

A successful Customer Success Agent consistently demonstrates:

• High customer satisfaction (CSAT)
• Timely response and resolution of support cases
• Effective management of assigned ticket backlog
• Accurate case documentation
• Strong collaboration across departments
• High-quality technical documentation
• Meaningful contributions to product quality through testing and issue validation
• Dependable participation in the 24x7 on-call support rotation
• Continuous technical learning and professional development

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.