Remote Fiber Laser Support Specialist

Cutlite America; Alpharetta (GA); On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Paid holidays

Job summary

Cutlite America seeks a Remote Support Technician to provide remote assistance for North American customers using Cutlite Penta fiber laser machines. You’ll diagnose issues, guide troubleshooting, and document solutions from a back-office role with limited travel.

The ideal candidate has hands-on fiber laser/CNC experience and strong communication and customer-service skills. Based at Alpharetta, GA with a collaborative, service-driven team.

Qualifications

• Two+ years servicing fiber laser or CNC equipment.
• Ability to diagnose remote issues and guide troubleshooting remotely.
• Strong communication and customer-service skills.
• Authorized to work in the United States with up to 15% travel.

Responsibilities

• Provide technical support to Cutlite customers by phone, email, video, and remote tools.
• Serve as first contact for machine issues and determine troubleshooting paths.
• Guide customers and technicians through step-by-step troubleshooting.
• Support Cutlite fiber lasers, cutting heads, laser sources, chillers, and related equipment.
• Diagnose electrical, mechanical, software, and machine-control issues using diagnostics.
• Create and update service tickets with detailed info and resolutions.
• Maintain communication with customers until resolution or escalation.
• Escalate to Service Manager for field service coordination when needed.
• Provide on-site diagnostic info to technicians for visits.
• Collaborate with Parts to identify required components and urgency.
• Assist with startup, programming questions, and basic cutting-app support.
• Review alarms, photos, videos, and manuals to find root causes.
• Follow up to confirm return to normal operation.
• Develop remote docs, troubleshooting procedures, and knowledge base.
• Identify recurring issues and suggest improvements.
• Participate in remote training and potential factory training.

Skills

Fiber laser equipment

CNC machinery

Troubleshooting

Customer service

Remote diagnostics

Communication skills

Education

High school diploma

Tools

HubSpot

CRM systems

Remote-access software

Job description

Cutlite America seeks a Remote Support Technician to provide remote assistance for North American customers using Cutlite Penta fiber laser machines. You’ll diagnose issues, guide troubleshooting, and document solutions from a back-office role with limited travel.

The ideal candidate has hands-on fiber laser/CNC experience and strong communication and customer-service skills. Based at Alpharetta, GA with a collaborative, service-driven team.