Support Engineer

3dMD, Atlanta, Georgia, United States (In office - Cumberland/Truist Park area) Company Description For more than 25 years, 3dMD has been a leading global provider of dynamic 3D/4D dense-surface camera systems, supporting innovations in healthcare, Computer Vision, Artificial Intelligence (AI), Machine Learning (ML), humanoid robotics, AR/VR, human factors, and wearable technology. 3dMD customer teams use 3dMD to support their mass recruitment data collection initiatives to train AI/ML, image health, and design products and wearable tech. 3dMD's technology impact is validated by hundreds of peer-reviewed investigative research publications by the 3dMD customer community. Role Description This is a full-time, in-person role for a Support Engineer at 3dMD's location in Atlanta, GA. 3dMD is looking for a self-motivated, detail-oriented individual, who is looking for a career development opportunity, to become a team member ensuring that 3dMD's 3D/4D product portfolio and services continue to be world-class. Responsibilities and Duties The Support Engineer will have a host of duties that include supporting 3dMD's 3D/4D product portfolio with daily interactions across its global customer base. Duties will encompass these key areas: post-sales product support, production, product installation, and customer training. Use problem-solving skills to investigate and resolve a broad range of issues and questions daily. Identify issues and implement resolutions with customers in a timely manner via phone, email, and on-line access. Contribute to team success by assisting fellow team members with escalated client issues. Use and document all customer interactions proficiently within the Company's customer relation management system. Coordinate with 3dMD customer teams to ensure successful system installations and relocations while maximizing customer system up-time. Participate in product planning cycles representing the interests of 3dMD customers. Identify and confirm customer workflows and use cases to provide valuable input for 3dMD Development teams in issue resolution and long-term product improvement. Remotely connect to customer systems to perform application updates, including installing and upgrading software; implementing file storage strategies; and configuring optimal data workflows. Accommodate flexible late day hours to support US West-Coast time zones typically until 6-8pm ET, on an as-needed basis. Production Collaborate with 3dMD team on hardware and software production ranging from component assembly to system and software configuration. Provide detailed documentation of customer inventory, configurations, and communications, as well as provide summaries for 3dMD management team. Product Installation and Customer Training Install 3dMD product lines at customer sites within the Americas, Asia, and Australia. Provide customers with product training either online or on-site. Travel. Travel is required. 10% to 30% as required - related to customer installation and training schedules, which may vary throughout the year. Qualifications Bachelor's Degree (Technical/Engineering field is a plus) or equivalent experience required. Experience in a customer-facing technical support, field service, or installation role is a plus. Prior experience leading projects or coordinating with cross-functional teams is a plus. Technical Skills Hardware. PC assembly including installing and configuring Microsoft Windows, basic networking. Certifications are a plus, such as CompTIA A+, Network+, or similar. Ability to interpret and follow assembly instructions/schematics. Basic electronics and troubleshooting are a plus. Photographic. Experience with (or an interest in) photographic equipment is a plus - cameras, flashes, etc. Operating Systems. Microsoft Windows OS (knowledge of Linux is a plus) Software. Strong skills using Microsoft Office; experience with photo editing and CAD tools are a plus. Familiarity with coding/reading code (e.g., C++, Python, PowerShell) to assist in communicating technical issues to the development team is a plus. Skills Excellent written (a must), oral, interpersonal, and phone skills. Excellent analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Must work well independently and meet deadlines. Very strong customer service orientation. Experience with travel outside of the USA is a plus. Comfort working across different cultures and time zones, given the role's international customer base. Interest in or familiarity with AI/ML concepts and applications is a plus, as 3dMD's systems increasingly support AI/ML data collection and training use cases. Other Requirements Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Successful background check, verification, and drug test required as a condition of employment. Valid passport and ability to travel internationally required. #J-18808-Ljbffr