Applications Specialist

Role Overview

This position exists to be the bridge between the company's products and its customers, ensuring that every user can get full value from what they have purchased. Day to day, you will handle incoming inquiries about how to apply products correctly, walk customers through best practices, and step in when something goes wrong during installation or normal use. Beyond firefighting immediate issues, you will also play a proactive role by running training sessions that help customers help themselves, which reduces repeat support tickets and strengthens long-term loyalty.

Key Responsibilities

• Respond to customer inquiries about product usage, giving clear and accurate technical advice tailored to each customer's specific setup and skill level.
• Diagnose and resolve application-related issues by asking targeted questions, analysing symptoms, and guiding users through step-by-step solutions.
• Create and deliver structured training sessions — both remote and on-site — to teach customers how to use products effectively and avoid common mistakes.
• Develop user-facing documentation, quick-start guides, and troubleshooting checklists that reduce repetitive questions and help customers self-serve.
• Document recurring issues and contribute feedback to product or engineering teams so that the root cause of problems can be fixed rather than patched.
• Keep track of each support case from first contact to final resolution, ensuring timely follow-ups and maintaining accurate records.
• Work with the sales or account management team to prepare technical demonstrations and answer pre-sale questions about product capabilities and limitations.

Requirements & Qualifications

• Bachelor's degree in engineering, materials science, chemistry, or a related technical field — equivalent hands-on experience may be accepted in place of a degree.
• 2+ years in a customer-facing technical role, such as applications engineering, field support, or technical service.
• Proven ability to explain complex technical concepts in plain, everyday language to non-expert customers.
• Experience running training sessions or webinars, including preparation of materials and handling live Q&A.
• Strong logical troubleshooting skills, with a methodical approach to isolating variables and testing solutions.
• Comfort with a CRM or ticketing system, and the desire to keep documentation timely and precise.
• Willingness to travel occasionally for on-site customer visits, up to 20–25% of the time.