Support Consultant

Great people. Greater business impact.

About CAI

CAI Software builds digital work execution platforms and software solutions that help manufacturing businesses operate with greater clarity and control. Our people bring structure to complexity by replacing fragmented, paper-based processes with connected digital workflows that improve visibility, compliance, and decision-making in real industrial environments. With 45+ years of experience and a presence across 10+ countries, CAI combines deep industry understanding with practical technology. Our team consists of ~800 employees worldwide who work across 15 core industries and support 5,000+ customers, guided by sound judgment, long-term thinking, and outcomes that endure.

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units - Graphic Communications, Process Manufacturing, and Discrete Manufacturing – aligned to the markets we serve. This structure allows our teams to stay close to customer needs while operating with the scale and support of a global software company.

This role is part of our Discrete Manufacturing business unit, which delivers software solutions for manufacturers that produce components and assemblies that become part of larger products. Serving small through enterprise manufacturers in industries such as aerospace, automotive, industrial equipment, and engineered products, Discrete Manufacturing focuses on modern execution—connecting planning, production, traceability, and automation to help manufacturers run more resilient, efficient, and predictable operations.

CAI India

CAI India is a strategic investment in the company’s future. Our Bangalore Center of Excellence is a place of ownership, expertise, and accountability. Teams in India work on global products end to end, contribute to key decisions, and influence how CAI evolves as a business. This is not a support-led model, but rather a center designed to lead through knowledge, responsibility, and trust.

Role Overview

We are hiring a Support Consultant to join the CAI Discrete COE Support team, providing L2 support for CAI's ShopVue product suite: ShopVue (shop-floor execution), EDI and Material Traceability. You will serve as a first point of contact for customer issues, work directly with U.S.-based L3 consultants to resolve complex cases, and help maintain the operational excellence our enterprise manufacturing customers.

What You'll Do

• Serve as the L2 support point for customers, with a primary focus on Shop Vue MES; alternatively support EDI.

• Triage, diagnose, and resolve customer-reported issues across application functionality, configuration, data integrity, and integration.

• Reproduce customer issues in test environments, document findings, and escalate to L3 consultants and engineering when needed.

• Maintain detailed ticket documentation in the support system and contribute to the growing product knowledge base.

• Partner with U.S. senior consultants to shadow complex cases and build product depth over time.

• Support customers with go-lives, cutovers, and period-end activities during scheduled coverage windows.

• Identify patterns across tickets and surface product improvement opportunities to the product and engineering teams.

• What We're Looking For

• 4–7 years of application support experience in enterprise manufacturing software (MES/ EDI / ERP, or traceability systems).

• Manufacturing industry experience is a significant plus — discrete manufacturing, automotive, aerospace, or industrial materials verticals preferred.

• Demonstrated experience supporting MES or shop-floor execution systems (work orders, routings, operations, labor tracking, production confirmations).

• Working knowledge of EDI fundamentals — X12 standards, trading partner onboarding, AS2/SFTP protocols, mapping and transformation tools. (windows Side) is a plus.

• Familiarity with lot/serial traceability, genealogy, and compliance reporting is a plus.

• Understanding SQL skills for data investigation and issue diagnosis.

• Excellent written and verbal English communication — most customer interactions are written, and clarity is non-negotiable.

• Strong ticket discipline — structured notetaking, timely updates, and clean handoffs to L3.

• Ability to work independently, prioritize competing issues, and escalate appropriately.

• Comfortable working U.S. business hours to align with customer and domestic consultant availability.

Role Parameters

Location: Bangalore, India (Center of Excellence)

Reports To: Director of Customer Experience, Bangalore

Level: Mid-level Consultant

Working Hours: U.S. business hours (daily overlap required for customer coverage)

Office Attendance: Minimum 2 days per week in-office

Travel: None

Role Type: Full-time, Support Consultant (L2)

Compensation & Benefits

Competitive compensation aligned with Bangalore market rates for experienced consultants. Performance-based environment that rewards contribution, ownership, and growth. Benefits package includes health insurance, retirement plan, continuing education support, and certification reimbursement for relevant technology certifications (MS Business Central, etc.).

Why This Role Matters

This is not a back-office support role. The Bangalore COE is a strategic pillar of how CAI scales its Discrete Manufacturing business over the next three years. You will work directly alongside senior U.S.-based consultants, learn the depth of CAI's domain IP, and build expertise that compounds as the platform grows.

Why Join Us
You’ll have the opportunity to drive some of the most critical transformation initiatives in our company’s history. This is a highly visible role working directly with senior leadership to shape the future operating model of CAI. You’ll bring clarity, discipline, and execution focus to complex cross-functional programs while gaining exposure across every function of the business.