Technical Support Engineer

Company: Markforged (NYSE: MKFG)

Position Overview

Markforged is a leader in the digital transformation of manufacturing, revolutionizing how engineers and manufacturers create and innovate. Our platform integrates software, advanced materials (metal and composite technologies), and industrial 3D printers to produce strong, functional parts across various industries. We help customers overcome supply chain challenges, reduce costs, and accelerate innovation by enabling in-house production of high-performance tools, fixtures, prototypes, and end-use parts.

The Technical Services team is dedicated to driving positive customer experience and success with Markforged products. We achieve this through timely and accurate responses, providing training and coaching, understanding customer needs, and enabling them to maximize their investment in our technology. We are seeking individuals with a blend of technical knowledge, empathy, strong communication skills, and a results-oriented approach.

We operate a Partner Led Support Model, providing tier two support to our reseller network with occasional direct customer interaction.

Responsibilities

• Represent Markforged by delivering excellent Technical Support to resellers and customers, ensuring an outstanding customer experience.
• Develop comprehensive knowledge and competence across a diverse range of technologies.
• Investigate, troubleshoot, follow up on, and resolve customer issues and inquiries.
• Actively participate in a team providing first-class support via email, web, and phone.
• Collaborate with other Markforged teams to drive continuous improvement, embodying a "One Team" approach.
• Create new technical documentation and improve existing documentation.
• Provide technical training to partners and customers as required.
• Perform any other duties as reasonably requested.

Requirements

• Proven experience as a Technical Support Engineer or in a similar role, with a demonstrated track record of success supporting complex systems.
• Ability to solve complex and diverse problems through in-depth analysis of factors, including log files and telemetry, employing creative and innovative troubleshooting and experimentation.
• Excellent troubleshooting skills and the capacity to apply logical thinking to problem-solving.
• Working knowledge of compressed gas cylinders, gas equipment, or similar high-pressure systems is advantageous.
• Competence in Salesforce or other CRM systems is an advantage.
• Experience working with international teams is beneficial.
• Ability to independently, transparently, and consistently own a function.
• Self-motivated with a passion for learning.
• Excellent English language skills, both verbal and written, are essential. Proficiency in other languages is advantageous.
• Ability to travel as needed for support interventions, partner visits, team meetings, and training at our US headquarters (up to 60% travel may be required).
• Willingness to attend meetings outside of standard business hours to align with colleagues in different time zones.

Why Markforged?

• Reinvent Manufacturing: Help us revolutionize manufacturing, empowering engineers to build anything they can imagine.
• One Team, Wins Together: Engage daily with passionate and dedicated individuals in a collaborative environment focused on creating best-in-class products.

Perks & Benefits (US-based roles)

• Competitive compensation package.
• Comprehensive benefits: medical, dental, vision insurance, 401(k), parental leave, commuter benefits.
• Open Paid Time Off (PTO) policy.
• Casual dress code.
• Fully stocked kitchen.
• Bike storage and free parking.
• Weekly catered lunches.
• Fitness perks.
• Unlimited access to our 3D printers for professional and personal projects.

Note: Markforged does not accept unsolicited resumes from recruitment agencies.