Technical Support & Onboarding Specialist
INNERGY
3 hours ago
Full-time
Hybrid (Auckland, Auckland, New Zealand)
New Zealand
INNERGY is transforming the woodworking industry with purpose built, cloud based ERP software designed exclusively for custom manufacturers. Our platform helps businesses operate smarter, faster, and more efficiently while seamlessly connecting design, production, and delivery for teams creating architectural millwork, cabinetry, and casework.
What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work.
With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers.
As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.
Job Description
As a Technical Support Specialist & Onboarding, you will play a key role in guiding new clients through a structured onboarding experience while also supporting ongoing client needs through technical ticket resolution.
You will help clients successfully adopt INNERGY Design and integrated CAD/CAM solutions, ensuring early value realization. In parallel, you will contribute meaningfully to the support queue, resolving technical issues and maintaining a high-quality client experience.
This role blends proactive onboarding ownership with hands-on technical support, offering a dynamic opportunity to impact both customer success and operational efficiency.
Key Responsibilities
Client Onboarding & Adoption
Accessibility & Work Environment
INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know.
This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.
What truly sets INNERGY apart is our people. Founded in 2016, we are a globally distributed team of 200 plus professionals united by deep software expertise and a shared passion for solving meaningful, real world problems. We value collaboration, creativity, and ownership, and we are intentional about building not only powerful products, but also a culture where people feel supported, heard, and inspired to do their best work.
With strong momentum and the recent acquisition of Microvellum, a trusted leader in design to manufacturing solutions for the woodworking industry, INNERGY is entering an exciting new phase of growth. This combination expands our capabilities, deepens our industry impact, and accelerates our vision of delivering a truly connected, end to end platform for custom manufacturers.
As we scale thoughtfully and bring together top talent and new perspectives, this is a unique opportunity to join a company where your work will have visible impact, your ideas will help shape decisions, and your contributions will play a meaningful role in defining the future of a fast evolving product, team, and industry.
Job Description
As a Technical Support Specialist & Onboarding, you will play a key role in guiding new clients through a structured onboarding experience while also supporting ongoing client needs through technical ticket resolution.
You will help clients successfully adopt INNERGY Design and integrated CAD/CAM solutions, ensuring early value realization. In parallel, you will contribute meaningfully to the support queue, resolving technical issues and maintaining a high-quality client experience.
This role blends proactive onboarding ownership with hands-on technical support, offering a dynamic opportunity to impact both customer success and operational efficiency.
Key Responsibilities
Client Onboarding & Adoption
- Lead end-to-end onboarding for new clients, setting clear expectations, milestones, and success criteria
- Guide clients through INNERGY workflows, ensuring strong adoption of systems, processes, and best practices
- Monitor onboarding progress and proactively identify and address risks to timelines or outcomes
- Keep clients engaged, accountable, and progressing toward successful go-live
- Deliver a consistent, high-quality onboarding experience that drives early business value
- Actively manage and resolve client tickets through Intercom, Microsoft Dynamics, or similar platforms
- Troubleshoot issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
- Support design-to-manufacturing workflows, including CAD integrations, library configurations, and production processes
- Balance ticket resolution with onboarding responsibilities, ensuring both are executed effectively
- Meet SLAs while maintaining a thoughtful, client-first approach
- Maintain clear, proactive communication across both onboarding and support interactions
- Translate complex technical concepts into clear, actionable guidance
- Build trust with clients by being responsive, reliable, and solutions-oriented
- Tag and categorize “How-do-I” tickets to improve Intercom AI and self-service capabilities
- Contribute to knowledge base articles, reusable responses, and onboarding resources
- Identify trends from onboarding and support interactions to improve processes and reduce friction
- Partner with Product and Engineering by documenting bugs and sharing client insights
- Collaborate with Content and Training teams to enhance onboarding materials
- Provide feedback to continuously improve onboarding strategy and support operations
- 2+ years of experience in onboarding, customer success, technical support, or a related role
- Experience with CAD/CAM software, design applications, or manufacturing technology (Microvellum experience strongly preferred)
- Strong troubleshooting and analytical skills within design-to-production workflows
- Excellent communication skills with the ability to explain complex concepts clearly and confidently
- Strong organizational and time management skills with the ability to balance multiple priorities
- Experience working with support platforms such as Intercom, Microsoft Dynamics, or similar tools
- Data-driven mindset with the ability to identify trends and improve outcomes
- Proven ability to guide clients toward successful adoption while managing reactive support needs
- What Success Looks Like
- Clients successfully onboard on time and adopt core INNERGY workflows
- Tickets are resolved efficiently while maintaining high customer satisfaction
- Clear balance between proactive onboarding progress and responsive support
- Continuous improvement in onboarding materials, support processes, and AI enablement
Accessibility & Work Environment
INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know.
This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.