Technical Support Engineer

Summary

Join Markforged's Technical Services team and provide excellent technical support to resellers and customers, driving an excellent customer experience. Develop and maintain expertise in a wide range of technologies. Investigate, troubleshoot, and resolve customer issues and questions. Collaborate with a team providing support via email, web, and phone. Contribute to continuous improvement efforts across teams. Create and improve technical documentation. Deliver technical training to partners and customers as needed. This role requires proven experience as a Technical Support Engineer with success in working on complex systems and excellent troubleshooting skills. The ability to travel up to 60% may be required.

Requirements

• Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
• The 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 the ability to apply logical thinking to solve a problem
• Excellent English language, verbal and written, communication skills are essential
• Ability to travel as needed to go on site for a support intervention or Partner visit, Team Meetings and training in our US headquarters (up to 60% could be required)
• Ability to attend meetings ‘after hours’ to align with colleagues in other regions

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
• 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
• Provide technical training to partners and customers when required
• Any other duties as reasonably required

Preferred Qualifications

• Working knowledge of compressed gas cylinders, gas equipment, or similar high-pressure systems is an advantage
• Competence in Salesforce, or other CRM an advantage
• Experience of working with international teams is advantageous
• The ability to own a function independently, transparently, and consistently
• Self-motivation, with a passion to learn
• Other languages  would be advantageous

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Parental leave
• Commuter benefits
• Open PTO policy
• Casual dress
• A fully stocked kitchen
• Bike storage
• Free parking
• Weekly catered lunches
• Fitness perks
• Unlimited access to our 3D printers for professional and personal parts!