Technical Support Specialist

Technical Support SpecialistAt Formlabs, we're building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we're helping everyone design, prototype, and manufacture faster than ever before.We're a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you're ready to shape the future of fabrication, come build it with us.To serve as the primary gateway for our customers, providing unparalleled support and education. We are committed to being the first point of contact, offering expertise and assistance that goes beyond problem-solving. Our goal is to empower users by delivering clear, reliable guidance and fostering a culture of continuous learning. As ambassadors of Formlabs, we strive to create a positive and impactful customer experience, ensuring that every interaction leaves our users more informed, confident, and satisfied with their Formlabs products.What You'll Do:Accept and work on customer cases through multiple channels, including email and phone conversations with our customersRespond within the published Service Level Agreements, and promise to our customersLog all contacts in cases and provide technical support, diagnosis, and customer education opportunities in an effort to keep them printing and machines working, towards issue resolutionsDispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelinesWork with Services peers and Formlabs teams to be the voice of the customer on software and hardware-related feedbackLearn our products, and print for yourself and for our customersAbout You:1+ years of customer service (contact center, field services), education (early ed teachers) or hardware support experienceHigh School degree or equivalentStrong written and verbal empathetic communication skillBonus Skills:Technical retail experience (i.e., Apple Genius bar, Geek squad)Experience in Dental (hygienist, lab technician, etc)Experience in Additive ManufacturingSTEM degreeFluency in Spanish or FrenchOur Benefits & Perks:Robust equity program to build future wealth through RSUsComprehensive healthcare coverage (Medical, Dental, Vision)401K matching and access to financial advisorsGenerous paid Parental Leave (up to 16 weeks)Tenure-based paid Sabbatical Leave (up to 6 weeks)Flexible Out of Office Plan – Take time when you need itAmple on-site parking & pre-tax commuter benefitsHealthy on-site lunches, snacks, beverages, & treatsRegular sponsored professional development opportunitiesMany opt-in culture events across our diverse communityAnd of course… unlimited 3D printsWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing. Formlabs