Technical Support Engineer

Socket.dev; Milwaukee (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Equity RSUs

Healthcare coverage

401K matching

Parental Leave

Sabbatical Leave

Out-of-Office plan

Parking & commuter benefits

On-site lunches

Professional development

Culture events

Unlimited 3D prints

Job summary

Formlabs is seeking a Customer Support Specialist to serve as the primary contact for customers across email and phone channels. You will respond within SLAs, log interactions, and provide technical support, diagnosis, and education to help customers stay printing and productive.

You will dispatch parts and guide customers per guidelines, collaborate with Services and product teams on feedback, and continually learn our products to assist both customers and internal teams.

Qualifications

• 1+ years of customer service or hardware support experience.
• High School diploma or equivalent.
• Strong written and verbal empathetic communication skill.

Responsibilities

• Handle customer cases across channels including email and phone conversations with our customers.
• Respond within the published Service Level Agreements, and promise to our customers.
• Log all contacts in cases and provide technical support, diagnosis, and education opportunities to keep devices printing and functioning.
• Dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines.
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware feedback.
• Learn our products, and print for yourself and for our customers.

Skills

Customer service

Empathetic communication

Education

High School diploma or equivalent

Job description

About Formlabs

Do you want to change how the world creates?

At 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.

Your Impact

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 customers
• Respond within the published Service Level Agreements, and promise to our customers
• Log 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 resolutions
• Dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware-related feedback
• Learn our products, and print for yourself and for our customers

About You

• 1+ years of customer service (contact center, field services), education (early ed teachers) or hardware support experience
• High School degree or equivalent
• Strong written and verbal empathetic communication skill

Bonus Skills

• Technical retail experience (i.e., Apple Genius bar, Geek squad)
• Experience in Dental (hygienist, lab technician, etc)
• Experience in Additive Manufacturing
• STEM degree
• Fluency in Spanish or French

Our Benefits & Perks

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• 401K matching and access to financial advisors
• Generous 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 it
• Ample on-site parking & pre-tax commuter benefits
• Healthy on-site lunches, snacks, beverages, & treats
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course... unlimited 3D prints

We 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.

Help us build an inclusive community that will change the face of 3D printing.