CAM Software Onboarding & Support Manager (CNC / Manufacturing)

CAM Support & Onboarding Lead (CNC Machining Experience Required) $80,000–$90,000 Base + Equity + Performance Bonus Paid in Equity + Health Insurance | Fully Remote – USA | Sabbatical | Hands-on Management Do you have a CNC/CAM background and enjoy helping customers install software, solve technical problems and get confidently up and running? Are you working in CAM applications, software support, customer training or implementation—or regularly helping other programmers get the most from their CAM systems? The company is a UK-based technology business with a growing US team, developing AI software that generates CNC toolpaths within established CAM platforms, including Mastercam, Autodesk Fusion, Siemens NX, GibbsCAM and SolidCAM. Its customers are precision manufacturers looking to reduce programming time and improve machining workflows. In this role, you will help customers turn a new software purchase into a working part. You will personally guide machine shops through installation, configuration and their first successful toolpath, troubleshoot problems and keep customers moving when they get stuck. You will also own the product support function, initially managing one Product Support Specialist. This includes overseeing the support queue, prioritising requests, coordinating escalations and turning recurring questions into better guidance, processes and product improvements. Approximately 60% of your time will be spent delivering customer onboarding, 20% overseeing support and 20% improving systems and resources. The day-to-day focus is helping customers succeed with CAM software, combining manufacturing knowledge with patient troubleshooting, clear explanations and practical leadership. The role is fully remote within the United States, working US hours, with occasional travel for strategic customers, trade shows and team meetings. The Role: Personally deliver customer onboarding, from installation and setup through to the first successfully accepted toolpath. Help customers configure the software around their machining processes, tooling and shop requirements. Troubleshoot customer issues and coordinate with CAM programmers, Product and Engineering to resolve technical problems. Own the support queue, ensuring requests are prioritised, responses are useful and escalations progress. Manage, mentor and develop a Product Support Specialist, supporting future team growth. Create onboarding playbooks, tutorials and help resources that enable customers to solve common problems. The Person: Practical understanding of machining, tooling and machine-shop workflows, including setups, fixturing, tool libraries and cycle times. Familiarity with CAM software; previous employment as a CAM programmer is not essential. Experience managing or mentoring others while continuing to deliver hands-on work. Able to learn technical products quickly and organise competing customer priorities. Motivated to turn recurring problems into clear documentation, repeatable processes and product improvements. Based in the United States and comfortable working remotely with an international team. Particularly relevant experience includes: Supporting customers at a CAM software vendor, reseller or manufacturing technology business. Applications engineering, software implementation, customer onboarding or CAM training. Handling support tickets, working with helpdesk systems or coordinating technical escalations. Creating user guides, training materials or knowledge-base articles. These backgrounds would be valuable, and applications are also welcome from machining and CAM professionals who can demonstrate relevant training, troubleshooting and mentoring experience. Keywords: CAM Applications Engineer, CAM Software Support, Mastercam Support, CAD/CAM Trainer, Customer Onboarding, Implementation, Product Support, Technical Support Manager, CNC, Machining, Manufacturing Software. To learn more, please apply with your CV or contact Tech Sec Solutions for a confidential discussion. Tech Sec Solutions is committed to promoting equal opportunities and welcomes applications from candidates of all backgrounds. Tech Sec Solutions operates as a recruitment agency for permanent appointments and as a recruitment business for temporary and contract opportunities.