Field Technical Support Engineer II

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 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 onsite/field support to solve more complex challenges. The majority of the role will be providing remote technical support for our Partner Network.

In this role you will:

• Represent Markforged by providing exceptional technical support to our resellers and customers and 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
• Create new and improve existing technical documentation
• Visit partners and customers to train, support, and conduct maintenance and potentially complex repairs
• Install or repair equipment on site as required
• Assist in the technical training team by delivering training to our partner network as well as our customers and end users
• 70% domestic travel should be expected with some international travel

Important Note:

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

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 understanding of the equipment systems as well as evaluation of the system using online programs (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.
• Ability to own a function independently, transparently, and consistently.
• Self-motivated, with a passion to learn.
• Excellent English language verbal and written communication skills.
• Ability to travel as needed to go on site for an installation, technical support intervention, partner visit, team meetings and training in our US headquarters. 70% or more may be required.
• The ability to work autonomously. Many locations have limited access to internet which may require additional planning & execution to accomplish the service or repair effectively
• Military & secure locations will likely require specialized access so the ability to pass these security checks will be necessary
• The ability to communicate effectively, understand the delicate nuances of a situation, handle difficult or upset customers, attain the proper/realistic perspective to report the current state of the customer as well as the equipment

#LI-fulltime

#LI-onsite