Process Support Engineer
•Abbvie· 9h
🎧 Support⏰ Full-time📈 Mid Level🇺🇸 North Chicago, USA
9h ago
Aphex·about 1 month ago
Our customers are the largest construction contractors, responsible for the tunnels, roads, bridges, and buildings we use daily. Our users are the engineers managing and planning these incredible projects.
Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow anyone on a project to plan and communicate their work with complete visibility of everyone around them.
Customer Experience at Aphex sits inside the product org and plays a big part in how people experience our product as it evolves.
The CX team looks after product knowledge, user-facing communication and day-to-day support. We work closely with Product to understand what’s changing, why it matters, and how it works - then turn that into clear, functional guidance that helps users learn, adapt, and feel confident using Aphex.
In partnership with Marketing, CX shapes how new features and improvements are shared with users. That might be through in-app messages, change logs, broadcasts, emails, guides, or something new we’re experimenting with. We care a lot about how change is communicated, and we’re always evolving the way we bring users along on the journey of what we’re building and why.
CX is also right in the middle of everyday product questions and problem-solving. The team spends time in live chat, digs into bugs and edge cases, supports incident communication, and builds a solid understanding of how the product fits together end to end - informed by what users are asking for and where they’re getting stuck.
Because of that, this role gives you close exposure to how modern software is built and improved, and a real voice in the feedback loops that shape what comes next.
Internally, CX is a trusted source of product understanding; supporting teams across Aphex and helping new starters get up to speed with how the product really works.
Support & Troubleshooting
Be in live chats every day, solving problems with users and learning what’ll make Aphex better next
Dig into issues and edge cases and pass on clear context to the right teams (Engineering, Product, CS)
Product Communication
Turn product changes into updates users can understand and follow
Write and maintain things like release notes, in-app messages, and guides
Help select how and where updates should show up so they feel connected and clear
Product Knowledge & Education
Keep our help centre, internal rules, and product documentation in good shape as the product evolves
Help teammates and new starters get comfortable with how Aphex works
Support consistent product understanding across the company
Own projects that improve support, knowledge sharing, or how CX works day to day
Insight & Incidents
Spot patterns in what users are asking for and share those insights with Product
Help keep users and internal teams informed during incidents or planned changes
Energised from working closely with users - talking things through, solving problems together, and using those conversations to inform how we communicate and improve things next
Are naturally conversational and curious, and enjoy being in the middle of people, problems, and product
Are excited by the idea of helping shape how product updates are communicated - thinking about the story, the format, and how we bring users along on what we’re building and why it matters
Enjoy experimenting with different ways of communicating change, from words and visuals to lightweight videos, GIFs, and in-app moments
Like playing with tools and formats, and are interested in building simple frameworks or patterns over time so product communication feels thoughtful and consistent across channels
Like looking under the hood to understand what’s really going on - whether that’s inspecting things in the browser, checking cloud logs, testing APIs, or learning just enough of the technical detail to explain why something’s working (or not)
Don’t need to be deeply technical, but enjoy getting closer to how software works and learning the tools that help paint a clearer picture
Are comfortable transitioning between creative thinking and practical problem-solving, depending on what the moment calls for
A high-performing team: Work with a collaborative and motivated group who genuinely enjoy building together
The right tools: A MacBook Pro and a modern tech stack
Genuine development: Ongoing training, coaching, and a personal development budget
A focus on culture: We're focused about making real impact together. Learn more about how we work here.
Annual Aphex Offsite: In 2025 our team met for a week in Da Nang, Vietnam, join us to see what 2026 has in store!
At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We encourage you to apply even if you don't meet every listed requirement - your unique perspective might be exactly what we need.
To see more about how we work and what we're building, check out our careers page: