Remote Field Technical Support Engineer

Summary

Join our team as a Field Technical Support Engineer and drive positive customer experience with Markforged products. You will provide excellent technical support to resellers and customers, develop knowledge of diverse technologies, investigate and resolve customer issues, and collaborate with other teams for continuous improvement.

Requirements

• Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
• Ability to solve complex and diverse problems where analysis requires in-depth evaluation of factors (including log files and telemetry) with imaginative and innovative troubleshooting and experimentation
• Excellent troubleshooting skills and ability to apply logical thinking to solve a problem
• Working knowledge of compressed gas cylinders, gas equipment, or similar high-pressure systems is an advantage
• Previous experience with Motion systems or Control systems is advantageous
• Experience in delivering technical training
• Competence in Salesforce, or other CRM an advantage
• Experience of working with international teams is an advantage
• Self-motivated, with a passion to learn
• Excellent English Language verbal and written communication skill
• Ability to travel as required to go on site for an installation, technical support intervention, Partner visit, team meetings and training in Europe or our US headquarters (up to 30% could be required)

Responsibilities

• Represent Markforged by providing excellent technical support to our resellers and customers, driving towards an excellent customer experience
• Develop knowledge and competence of a diverse range of technologies across the full Markforged product portfolio
• Investigate, troubleshoot, follow up and resolve customer issues and questions
• Be an active member of a team that provides first class support via email, web and phone
• Collaborate with other Markforged teams to ensure continuous improvement all round; we work, and succeed as One Team
• Create new, and improve existing technical documentation
• Occasionally visit Partners or Customers to train, support, or conduct a complex repair
• Install or repair equipment on site, as needs require (this is expected to be a minimum part of the role, initially)
• Run the technical training program, planning and delivering training to our partner network
• Any other duties as reasonably required

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Parental leave
• Commuter benefits
• Open PTO policy