Technical Support Representative

Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation. Why We Need You WAZER is the creator of the world’s first desktop waterjet cutter. We’ve brought industrial‑grade precision to the workshops of designers, engineers, and makers everywhere. We are looking for a Technical Support Representative who is curious, mechanically inclined, and eager to help our customers turn their designs into usable parts. We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes. Your Daily Role As a Tier 1 Technical Support Representative, you are the face and voice of WAZER. You are the first line of defense, helping our community of makers, educators, and engineers set up their machines and troubleshoot initial challenges. This role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to grow your knowledge of the WAZER by maintaining test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues. Technical Support Daily Role Troubleshoot common issues related to cutting quality, machine setup, and component failure Provide email, telephone and video technical support for customers in aspects such as hardware, software and workflow. Guide customers through our online library of resources to empower them to solve problems independently. Document customer interactions in our support system to ensure a seamless hand-off if an issue needs to be escalated. Process replacement part orders and coordinate with the operations team to ensure customers get what they need to keep cutting. Work with Product Development engineers to develop short term and long term solutions Identify gaps in our customer-facing documentation and suggest improvements to the team. Deescalate sensitive situations with customers. Maintain an inventory of parts and machines in the warehouse. WAZER Test Program Daily Role Maintain test rigs in operation and proactively improve test setups Collect and record data in a thorough and organized manner Work with Product Engineers to understand failures that arise Maintain an organized work and file space Ad-Hoc Responsibilities Aid the Warehouse department to prepare machines for processing Aid in the refurbishment of machines Packaging replacement machines for customers as needed Maintain inventory of relevant parts MUST HAVE QUALIFICATIONS 1+ years in a customer-facing role (Support, Retail, or Service), with hardware or technical products is a major plus. Must have experience regularly repairing and maintaining electromechanical systems Must be a quick learner when it comes to mechanics A systematic and process oriented thinker and not solution minded Strong technical and written communication skills Fast typer and very comfortable navigating the MS and Google suites Comfortable leading feedback sessions with other team members and enjoy a good brainstorm session Well-organized and willing to work independently and a strong sense of personal organization Familiarity with 2D CAD - can open and manipulate an existing sketch Comfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3D printer, or cnc mill. Ability to commute to Yonkers, NY Ability to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person Don’t mind getting your hands dirty NICE TO HAVE QUALIFICATIONS Have worked with CRM systems (zendesk, salesforce, etc) You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative Can break down a system and identify what makes it work the way it does Degree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc. Highly functional at 2D CAD Trade or technical background Passion about WAZER’s mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools. While it would be great to bring on experienced talent for this role, we’ll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don’t hesitate to contact us. Be open about what you don’t know and what you excel at, and we’ll do our best to evaluate this with our specific needs! Compensation Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company. #J-18808-Ljbffr