Technical Support Engineer – 3D Printing & Dental

SprintRay Inc.; Los Angeles (CA); Hybrid; USD 39,000 - 47,000; Full time

Job summary

SprintRay Inc. in Los Angeles is seeking a Customer Support Technical Representative to diagnose and resolve issues across SprintRay software, 3D printing hardware, post-processing equipment, and workflows.

You will manage cases in a call-center environment with structured troubleshooting and cross-functional collaboration. The role requires 2+ years in customer/technical support, strong networking knowledge, and fluency in English and Portuguese.

Qualifications

• 2+ years of experience in customer support, technical support, field service, or a similar customer-facing technical role.

Responsibilities

• Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services through phone, email, and remote/online sessions.
• Own customer support cases from intake through resolution by gathering relevant technical information, documenting findings, and following established company policies and procedures.
• Diagnose complex customer issues across hardware, software, networking, appliance design, and workflow using systematic troubleshooting and root-cause analysis.
• Manage an active case pipeline efficiently, balancing urgency, customer impact, and service-level expectations.
• Identify, prioritize, and communicate practical resolution options to customers, including next steps, workarounds, and escalation paths when appropriate.
• Escalate recurring or high-impact customer feedback and field issues to the Technical Manager and cross-functional partners, including R&D, Quality, and Product Development.
• Capture accurate case notes and customer feedback in CRM/support systems to support continuity, trend analysis, and product improvement.
• Contribute to knowledge sharing, troubleshooting documentation, and continuous improvement of support processes and customer-facing guidance.
• Partner effectively with teammates and internal stakeholders to improve issue resolution, customer satisfaction, and overall support quality.
• Participate in occasional travel for training or other company-related events.
• Flexibility to work EST hours.

Skills

Customer support

Technical troubleshooting

Networking fundamentals

Windows & macOS

CRM / ticketing systems

English & Portuguese communication

Education

Engineering, technical, or related degree

Tools

CRM software

Support ticketing software

Remote support tools

Job description

SprintRay Inc. in Los Angeles is seeking a Customer Support Technical Representative to diagnose and resolve issues across SprintRay software, 3D printing hardware, post-processing equipment, and workflows.

You will manage cases in a call-center environment with structured troubleshooting and cross-functional collaboration. The role requires 2+ years in customer/technical support, strong networking knowledge, and fluency in English and Portuguese.