Technical Support engineer

Technical Support EngineerThis position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine troubleshooting.Why We Need YouWAZER 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. As we continue to grow, we are looking for a Technical Support Engineer who is passionate about solving complex mechanical puzzles and facilitating excellent user experience.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 RoleAs a Tier 2 Technical Support Engineer, you are the bridge between our users and our engineering team. You will handle challenging technical escalations involving component failure, cut quality concerns, and monitor recurrence of issues to determine which should be escalated to the Product Development team.Beyond helping users to fix their machines, you will be a systems architect for our support department, identifying bottlenecks and implementing the tools and workflows necessary to make our support system run as efficiently as our waterjets.Technical Support Engineer Daily RoleDiagnose and troubleshoot hardware, software, and firmware issues remotely via email, phone calls, and video calls to guide users through mechanical repairsAct as the primary escalation point for complex technical issues that Tier 1 cannot resolve.Act as the first level of support for our Reseller NetworkDeescalate sensitive situations with usersDocument user problems and the actions taken to solve them and update troubleshooting procedures accordinglyWork with Product Development engineers to develop short term and long term solutionsDevelop proactive web support content to help users solve common issues you've seen repeatedlyManage and optimize our support systems to improve quality of support and response timesMaintain an inventory of replacement parts in our warehouseAd-Hoc ResponsibilitiesWarehouse duties related to machines coming in for testingAid in the refurbishment of machinesOverseeing the machine replacement processMaintain inventory of relevant partsMust Have Qualifications3+ years in a customer-facing technical support or field service role, ideally dealing with complex hardware (CNC, 3D printers, robotics, or industrial machinery).Comfortable communicating with non-technical users to explain complex technical troubleshooting and repairTechnical proficient verbal and written communication skills – an ability to translate "Engineering-speak" into clear instructions for a userProficiency in mechanical assembly, electronics troubleshooting (multimeters, wiring diagrams), and software/firmware root cause analysisYou don't just fix the problem; you want to know why it happened and how to prevent it going forwardWell-organized and willing to work independently with a strong sense of personal organization.Familiarity with 2D CAD – can open and manipulate an existing sketchAbility to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another personAbility to commute to Yonkers, NYDon't mind getting your hands dirtyNice To Have QualificationsDigital content creationExperience maintaining Inventory in a warehouse settingHave worked with CRM systems (zendesk, salesforce, etc)You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creativeDegree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.Highly functional at 2D CADTrade or technical backgroundPassion 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!CompensationAnnual Salary of $50,000 – $60,000, depending on relevant experience for the position. 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.Location & EnvironmentWe've located ourselves in Yonkers, NY. You'll be working in an environment that is simultaneously our office, ideation studio, research lab, workshop, and final product assembly center, all under one roof. This allows us to collaborate and learn each other's area of expertise, providing better solutions to our customers. Our facility becomes a playground in the off hours. You are encouraged to design, make, and work on whatever personal projects you may have at the time. You may see brewing equipment, race car parts, plants, and art pieces around the office. Who knows what inspiration we use for the next problem we need to solve!ApplyTo apply, write to us at View email address on click.appcast.io with a quick explanation about why you think you would be a good fit for this role and attach your resume. Please write "Technical Support Engineer" in the subject line. WAZER Inc