The goal of the Technical Services team is to drive positive customer experience, and customer success with Markforged products. We accomplish this through timely and accurate responses to questions, providing training and coaching, listening to the customers’ needs and enabling them to make the best use of their investment in our technology. We are looking for people with the right mix of technical knowledge, empathy and compassion, communication skills, and the ability to get the job done, and done well.

We operate a Partner Led Support Model, providing tier two support to our reseller network with occasional direct contact with the customer.

What will you own:

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

What you have:

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
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
Excellent English language, verbal and written, communication skills are essential. Other languages would be advantageous
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

#LI-remote

#LI-fulltime

Why Markforged?

Help us reinvent manufacturing.

We are reinventing manufacturing so that engineers can build anything they imagine.

We are one team that wins together!

You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.

Technical Support Engineer

APAC

Remote

Mid-level

Markforged