Support Engineer • Mid-Level

Who you are

You have a strong technical background and are eager to gain deep knowledge of the SLA (stereolithography) and SLS (Selective Laser Sintering) product environment. You thrive in a customer-focused role, acting as the technical escalation point for customer issues and providing the necessary support to resolve them. Your analytical skills allow you to investigate issues that require further analysis to uncover root causes, and you enjoy collaborating with R&D and Documentation teams to deliver effective solutions.

You are detail-oriented and organized, capable of tracking the occurrence rate of ongoing and newly arising issues. You champion efforts across the organization to resolve these issues, ensuring that customer experiences are consistently positive. Your communication skills enable you to develop and communicate technical troubleshooting steps effectively to Services agents, empowering them to assist customers efficiently.

What you'll do

In this role, you will be responsible for gaining deep technical knowledge of Formlabs' SLA/SLS product environment. You will act as the technical escalation point for customer issues, providing guidance and support to resolve complex problems. Your role will involve investigating issues that require further analysis, collaborating with R&D and Documentation teams to deliver solutions that enhance the customer experience.

You will maintain the systems that Services agents use to report customer issues, ensuring that they have the tools necessary to provide excellent support. By tracking the occurrence rate of issues, you will identify trends and champion efforts across the organization to address them proactively. Your contributions will play a crucial role in ensuring that Formlabs continues to deliver outstanding service to its users.

What we offer

At Formlabs, we are committed to building a diverse and inclusive team. We offer a collaborative work environment where you can grow your skills and contribute to innovative projects in the 3D printing industry. Join us in our mission to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.