Field Technical Support Engineer, Markforged
Office located in Waltham, MA
3D printing manufacturer
Open for applications
3D printing manufacturer
201-500 employees
Open for applications
Office located in Waltham, MA
201-500 employees
Company mission
To reinvent manufacturing today so you can build anything you imagine tomorrow.
Role
Who you are
- We are looking for people with the right mix of technical knowledge, empathy and compassion, communication skills, and the ability to get the job done, and done well
- Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
- Ability to solve complex and diverse problems where analysis requires in-depth understanding of the equipment systems as well as evaluation of the system using online programs (including log files and telemetry) with imaginative and innovative troubleshooting and experimentation
- Excellent troubleshooting skills and ability to apply logical thinking to solve a problem
- Working knowledge of compressed gas cylinders, gas equipment, or similar high-pressure systems is an advantage
- Previous experience with motion systems or control systems is advantageous
- Experience in delivering technical training
- Competence in Salesforce, or other CRM an advantage
- Experience of working with international teams is an advantage
- Ability to own a function independently, transparently, and consistently
- Self-motivated, with a passion to learn
- Excellent English language verbal and written communication skills
- Ability to travel as needed to go on site for an installation, technical support intervention, partner visit, team meetings and training in our US headquarters. 70% or more may be required
- The ability to work autonomously. Many locations have limited access to internet which may require additional planning & execution to accomplish the service or repair effectively
- Military & secure locations will likely require specialized access so the ability to pass these security checks will be necessary
- The ability to communicate effectively, understand the delicate nuances of a situation, handle difficult or upset customers, attain the proper/realistic perspective to report the current state of the customer as well as the equipment
What the job involves
- The goal of the Technical Services team is to drive positive customer experience and customer success with Markforged products
- We accomplish this through timely and accurate responses to questions, providing training and coaching, listening to the customer’s needs and enabling them to make the best use of their investment in our technology
- The role of the Field Technical Support Engineer is a new concept to bring the Technical Support Team closer to the partners and the customers with deeper training, coaching and more proactive support, along with onsite/field support to solve more complex challenges
- The majority of the role will be providing remote technical support for our Partner Network
- Represent Markforged by providing exceptional technical support to our resellers and customers and driving towards an excellent customer experience
- Develop knowledge and competence of a diverse range of technologies across the full Markforged product portfolio
- Investigate, troubleshoot, follow up and resolve customer issues and questions
- Be an active member of a team that provides first class support via email, web and phone
- Collaborate with other Markforged teams to ensure continuous improvement all round
- Create new and improve existing technical documentation
- Visit partners and customers to train, support, and conduct maintenance and potentially complex repairs
- Install or repair equipment on site as required
- Assist in the technical training team by delivering training to our partner network as well as our customers and end users
- 70% domestic travel should be expected with some international travel
Our take
Markforged develops and manufactures metal and carbon fibre 3D printers. There’s been a huge surge in 3D printing businesses as technology improves and demand grows, and so there’s plenty of competition for Markforged in the form of companies such as Desktop Metal, Formlabs and Stratasys.
3D printing has seen some strong growth in recent years, and that’s expected to continue as companies look to the technology to expand beyond the rapid prototyping for which it’s best known. Metal printing from the likes of Markforged and competitors including Desktop Metal are seen as an important step, offering far more durability than plastic deposits.
Markforged has batted away initial allegations of patent infringement from Continuous Composites and it is now likely to be settled in court. The business has a strong client list, boasting the likes of Disney, NASA, Rolls Royce and the US Air Force and in 2022 released new products such as a high-temperature printing polymer and printing simulation software for industrial manufacturers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2019
$82m
SERIES D
Nov 2017
$30m
SERIES C
Total funding: $137.9m
Company benefits
- Medical, Dental, Vision, Life & Disability Insurance starting day one
- 401(k) program with Employer matching contributions, financial wellness platform along with educational seminars
- Equity, Restricted Stock Units (RSU) offered to all eligible employees
- Six weeks paid spousal leave, with 12 weeks paid for the individual that gave birth
- Accountability is part of our culture. We trust and encourage you to take what you need to be your best self
- Access our fleet of 3D printers and print anything from toys to car restoration parts
- Virtual health & wellness classes for employees and families, free HQ gym along with a subsidized gym membership program, company-wide cooking and fitness challenges
- 24-hour assistance for employees and their families to help with any issue affecting overall health, well-being and life management
- Employees and family members receive discounts on home and auto insurance as well as pet insurance for your family members
Company values
- One team - We win as one team
- Own it - We take ownership
- Believe - We never stop believing
- Customers - We are obsessed with customer success
- Do great - We aim for greatness and then we get even better
- Innovate - We dare to innovate so our customers can build anything they imagine
Company HQ
Watertown, MA
Articles
Leadership
David Benhaim
(Senior Technology Advisor)They come from a software engineering background having worked for Kyrus and Palantir Technologies before co-founding Markeforged. They hold a degree in Electrical Engineering and Computer Science from Massachusetts Institute of Technology.
Shai Terem
(President & CEO, not founder)Formerly they co-found Camera51. They have an extensive history in finance and corporate operations. Prior to becoming a COO of Markforged, they were the President of Kornit Digital. They have been serving as the President & CEO at Markforged since October 2020.
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