Carbon Technical Partner

Summary

Join Carbon's Customer Support team as a Technical Partner and become a lead point of contact for resolving complex technical issues related to our 3D printing products. You will troubleshoot problems, conduct root cause analysis, and deliver exceptional customer experiences. This remote role requires early working hours (6:00 AM - 7:00 AM ET) and up to 30% travel for training and customer support. You'll need strong technical skills, exceptional communication abilities, and a proactive approach to problem-solving. Carbon offers a competitive salary, comprehensive benefits, and opportunities for professional growth. We value diverse perspectives and are committed to building a team with a variety of backgrounds and experiences.

Requirements

• Demonstrated aptitude for complex troubleshooting: Proven experience in identifying and resolving highly technical issues with minimal information and resources
• Exceptional communication skills, with the ability to listen actively, clearly articulate and present complex technical information to key stakeholders and decision makers, and simplify concepts effectively for non-technical audience in-person, over the phone, and through email
• Advanced critical thinking and analytical abilities in evaluating complex problems from multiple perspectives, prioritizing effectively, and determining the most efficient resolution path
• Proactive problem-solver with demonstrated success in taking initiative to resolve challenging issues, particularly in dynamic or ambiguous situations, without relying on predefined solutions
• Customer-facing experience, with a commitment to customer success and satisfaction
• Proven ability to prioritize and manage multiple projects at a time while paying strict attention to detail
• Tech savvy individual with the ability to quickly and effectively learn new technology as well as complex hardware, software, and materials concepts
• Works effectively on a team by communicating openly, collaborating to achieve shared goals, and adapting to new challenges to ensure customer success
• Technical background with experience in engineering, chemistry, material science, or field service

Responsibilities

• Serve as the lead point of contact for any support matters specific to your cases and assigned customers, including training end users and resolving technical issues
• Take full ownership of customer support requests from start to finish, including troubleshooting, root cause analysis, resolution, or escalation as needed
• Diagnose and resolve high-severity requests or escalated issues by applying advanced technical knowledge and critical thinking, even when faced with incomplete or ambiguous information
• Consistently deliver superior customer experiences by exceeding expectations on response quality, timeliness, and technical accuracy
• Act as a key technical liaison between customers and cross-functional teams, ensuring complex issues are analyzed and addressed for the timely and effective delivery of solutions
• Translate technical concepts and support updates into clear, actionable communication for both technical and non-technical stakeholders, maintaining transparency and trust
• Create and update knowledge base documentation
• Mentor and teach new team members
• Work on strategic projects that positively impact the customer experience and Carbon's internal processes
• Lead customer trainings either on-site (anticipate up to 30% travel) or remotely

Preferred Qualifications

• BS degree in engineering, material science, or related technical field; or 5+ years of relevant experience in technical service, product support, or customer success role
• Experience with DLP, SLA or FDM 3D printing technologies, particularly in a dental lab or industrial manufacturing environment
• Proven ability to manage customer accounts, build long-term relationships, and act as a strategic partner to ensure customer success and satisfaction. Skilled in balancing multiple accounts while delivering tailored solutions to meet diverse customer needs
• Prior experience working in a dynamic, small-company environment with evolving processes and priorities; demonstrated adaptability to ambiguity, a flexible approach to shifting demands, and a commitment to achieving customer success
• Proficient with ticketing systems such as Salesforce and Jira
• Well-versed in new product introductions, with a proactive focus on adopting emerging industry techniques and practices
• Experience leading and facilitating technical training sessions or presentations, both in-person and virtually, to guide customers or peers through complex troubleshooting steps
• Language skills preferred - Spanish skills a plus (in addition to fluent English)

Benefits

• Competitive salary
• Comprehensive benefits
• Equity
• Time off programs