About Us
At Markforged, we're revolutionizing the $1 trillion+ worldwide manufacturing industry by empowering engineers to build anything they imagine while reducing environmental impact.
We've assembled a world-class team, great customers, and abundant capital, positioning us for continued growth and innovation with our market-leading 3D printing hardware, software, and material solutions.
Technical Services Team Role
The Technical Services team is dedicated to delivering exceptional customer experiences and success with Markforged products. We achieve this through timely, accurate responses to questions, comprehensive training and coaching, and active listening to customers' needs to ensure they get the most out of their investment in our technology.
We operate a Partner-Led Support Model, providing tier two support to our reseller network with occasional direct contact with customers.
Field Technical Support Engineer Role
We're introducing a new concept – the Field Technical Support Engineer – to bring the technical support team closer to partners and customers through deeper training, coaching, and proactive support, including onsite/field assistance to resolve complex challenges.
The majority of this role will involve providing remote technical support to our partner network.
Responsibilities
* Represent Markforged by providing excellent technical support to resellers and customers, driving towards an outstanding customer experience.
* Develop extensive knowledge and competence of various technologies across the full Markforged product portfolio.
* Investigate, troubleshoot, follow up, and resolve customer issues and questions.
* Contribute as an active member of a team that provides top-notch support via email, web, and phone.
* Collaborate with other Markforged teams to ensure continuous improvement across all areas; we work and succeed as One Team.
* Create new and improve existing technical documentation.
* Occasionally visit partners or customers to train, support, or conduct complex repairs.
* Install or repair equipment on-site as needed (this is expected to be a minimal part of the role initially).
* Manage the technical training program, planning, and delivering training to our partner network.
* Assume any other duties reasonably required.
Requirements
* Proven experience as a Technical Support Engineer (or similar background) with demonstrable success in working with complex systems.
* Ability to solve complex and diverse problems requiring in-depth analysis 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 advantageous.
* Previous experience with Motion systems or Control systems is advantageous.
* Experience in delivering technical training.
* Competence in Salesforce or other CRM is 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 skills.
* Ability to travel as required for installations, technical support interventions, partner visits, team meetings, and training in Europe or at our US headquarters (up to 30% may be required).
Markforged values diversity among its employees and provides equal employment opportunities to all employees and applicants for employment. This goal emphasizes the development of inclusive work environments that leverage each employee's skills, experience, and unique perspectives to achieve an unparalleled standard of excellence.
In accordance with these principles, we are committed to fostering an environment where everyone feels valued, respected, and empowered to contribute their best work.
This position requires flexibility, adaptability, and a willingness to grow with our company as we continue to innovate and push boundaries in the manufacturing industry.