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

Time	Responsibility	Description
65%	Customer Technical Support	Provide world-class technical support to Adept customers through phone, email, remote sessions, and ticketing systems.
25%	Quality Assurance & Technical Validation	Assist with software testing, issue replication, and validation of product fixes.
5%	Documentation & Knowledge Management	Create and maintain technical documentation and customer knowledge resources.
5%	Professional Services & Additional Responsibilities	Support customer events, training, and other departmental initiatives.

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

Condition	Percentage
Indoor Office Environment	100%
Internet	Ethernet, Hi-Speed Internet Services
Outdoor Work	0%
Travel	Up to 10% (occasionally for customer meetings, training, or conferences)
Noise Exposure	Minimal
Hazard Exposure	Minimal

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.

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