Technical Support Engineer

Your Impact:

To serve as the primary gateway for our customers, providing unparalleled support and education. We are committed to being the first point of contact, offering expertise and assistance that goes beyond problem-solving. Our goal is to empower users by delivering clear, reliable guidance and fostering a culture of continuous learning. As ambassadors of Formlabs, we strive to create a positive and impactful customer experience, ensuring that every interaction leaves our users more informed, confident, and satisfied with their Formlabs products.

What You’ll Do:

• Accept and work on customer cases through multiple channels, including email and phone conversations with our customers
• Respond within the published Service Level Agreements, and promise to our customers
• Log all contacts in cases and provide technical support, diagnosis, and customer education opportunities in an effort to keep them printing and machines working, towards issue resolutions
• Dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware-related feedback
• Learn our products, and print for yourself and for our customers

About You:

• 1+ years of customer service (contact center, field services), education (early ed teachers) or hardware support experience
• High School degree or equivalent
• Strong written and verbal empathetic communication skill

Bonus Skills:

• Technical retail experience (i.e., Apple Genius bar, Geek squad)
• Experience in Dental (hygienist, lab technician, etc)
• Experience in Additive Manufacturing
• STEM degree
• Fluency in Spanish or French

Our Benefits & Perks:

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• 401K matching and access to financial advisors
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan – Take time when you need it
• Ample on-site parking & pre-tax commuter benefits
• Healthy on-site lunches, snacks, beverages, & treats
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course… unlimited 3D prints