Remote Support Techician

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’s (CLA) Remote Support Technician will provide remote support for customers operating Cutlite Penta fiber laser cutting machines throughout North America.

The primary objective of the Service Team is to provide remarkable customer experiences and world-class remote support. The Remote Support Technician will serve as a first point of contact for customers and Field Service Technicians by diagnosing machine issues, guiding troubleshooting activities, documenting solutions, and coordinating additional support when an issue cannot be resolved remotely.

This is primarily a back-office technical support position with limited travel. The ideal candidate combines hands-on fiber laser or CNC equipment experience with strong troubleshooting, communication, and customer-service skills.

Department: Operations

Reports to: Service Manager

Collaborates with: Field Service Technicians, Application Engineer, Parts, and Customers.

Responsibilities

• Provide technical support to Cutlite customers by phone, email, video, and remote support software.
• Serve as the first point of contact for assigned machine issues and determine the appropriate troubleshooting or escalation path.
• Guide customers and Field Service Technicians through systematic troubleshooting and corrective actions.
• Provide support for Cutlite fiber laser machines, cutting heads, laser sources, chillers, dust collectors, automation systems, and related equipment.
• Diagnose electrical, mechanical, software, cutting-process, and machine-control issues using available diagnostic information.
• Create, manage, and update customer-support tickets in HubSpot with accurate machine information, troubleshooting activities, parts requirements, and resolution details.
• Maintain consistent communication with customers throughout the service process and provide timely status updates until the issue is resolved or transferred.
• Determine when an issue requires escalation to the Service Manager to coordinate a Field Service Technician, Cutlite Penta, or another equipment supplier.
• Coordinate with the Service Manager when an on-site service visit is required and provide the assigned technician with complete diagnostic information.
• Work closely with the Parts Department to identify required parts, confirm part numbers, and communicate the urgency of customer needs.
• Assist customers and technicians with machine startup, programming, operating questions, and basic cutting-application support.
• Review machine alarms, pictures, videos, service documentation, electrical drawings, and other remote information to identify potential causes and solutions.
• Follow up with customers after remote troubleshooting to confirm that the machine has returned to normal operation.
• Develop and maintain remote documentation, troubleshooting procedures, service bulletins, and internal knowledge-base articles.
• Identify recurring machine issues and communicate remote-improvement opportunities to the Service Manager and Cutlite Penta.
• Participate in ongoing technical and remote training, including potential training at the Cutlite Penta factory in Italy.
• Continuously gather and record customer-service experiences to help CLA improve its products, processes, and customer support.
• Assist with special service projects as needed.

Work Hours, Compensation, and Benefits

• Job type: Full-time, Monday through Friday, hourly non-exempt.
• Work location: Customer Experience Center in Alpharetta, GA.
• Compensation: Competitive hourly compensation based on experience.
• Benefits: 401(k), health, dental, vision and life insurance, paid time off, and paid holidays.

Requirements

• High school diploma or equivalent.
• Two or more years of experience servicing, operating, programming, or supporting fiber laser cutting machines, CNC machinery, or comparable industrial equipment.
• Working knowledge of electrical systems, electronics, digital circuits, industrial wiring, mechanical systems, pneumatics, and machine controls.
• Ability to read electrical schematics, mechanical drawings, manuals, alarm histories, and remote documentation.
• Demonstrated ability to diagnose remote problems systematically and guide others through troubleshooting remotely.
• Strong computer skills and the ability to learn machine software, remote-access tools, CRM systems, and remote-support platforms.
• Strong verbal and written communication skills demonstrating commitment to exceptional customer service, responsiveness, and professional follow-through.
• Ability to manage multiple customer issues, prioritize urgent machine-down situations, and maintain accurate service documentation.
• Authorized to work in the United States, valid driver’s license and ability to obtain a U.S. passport.
• Willingness to travel up to 15% for training, shows, or service as needed.