Field Technical Support Engineer

The role 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 customer’s 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 some direct contact with a customer.

The role of the Field Technical Support Engineer is a new concept to bring the technical Support Team closer to the Partners and the Customers with deeper training, coaching and more proactive support, along with some onsite / field support to solve the more complex challenges. The majority of the role will be providing remote technical support for the Partner Network.

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 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

What you have:

• 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)

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