Technical Support Engineer - APAC

Markforged; Moulin de Kerabri; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading technology company is looking for a Technical Support Engineer to provide exceptional support to resellers and customers. The role involves troubleshooting complex issues, collaborating with various teams, and creating technical documentation. Candidates should have a strong background in technical support, excellent communication skills, and the ability to work independently. The position may include travel up to 60%.

Qualifications

• Proven experience as a Technical Support Engineer or similar role.
• Excellent troubleshooting skills with logical problem-solving.
• Ability to work independently and transparently.

Responsabilités

• Provide excellent Technical Support to resellers and customers.
• Investigate and resolve customer issues and questions.
• Collaborate with other teams for continuous improvement.

Connaissances

Technical Support

Problem-solving

Communication skills

Team collaboration

Outils

Salesforce

Description du poste

Markforged (NYSE: MKFG) is leading the digital transformation of manufacturing by revolutionizing how engineers and manufacturers create and innovate. Our unique platform combines software, advanced materials (including cutting-edge metal and composite technologies), and industrial 3D printers to deliver strong, functional parts for various industries. We empower customers to overcome supply chain complexities, reduce costs, and accelerate innovation by producing high-performance tools, fixtures, prototypes, and end-use parts in-house.

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 customers’ 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 occasional direct contact with the customer.

Job Responsibilities:

What will you own:

• Represent Markforged by providing excellent Technical Support to our resellers and customers, driving towards an excellent customer experience
• Develop knowledge and competence of a diverse range of technologies
• 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; we work, and succeed as One Team
• Create new, and improve existing technical documentation
• Provide technical training to partners and customers when required
• Any other duties as reasonably required

Requirements:

What you have:

• Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
• The ability to solve complex and diverse problems where analysis requires in-depth evaluation of factors (including log files and telemetry) with imaginative and innovative troubleshooting and experimentation
• Excellent troubleshooting skills and the 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
• Competence in Salesforce, or other CRM an advantage
• Experience of working with international teams is advantageous
• The ability to own a function independently, transparently, and consistently
• Self-motivation, with a passion to learn
• Excellent English language, verbal and written, communication skills are essential. Other languages would be advantageous
• Ability to travel as needed to go on site for a support intervention or Partner visit, Team Meetings and training in our US headquarters (up to 60% could be required)
• Ability to attend meetings ‘after hours’ to align with colleagues in other regions

Why Markforged?

We are reinventing manufacturing so that engineers can build anything they imagine.

Markforged is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, or disability.