Technical Support Engineer - APAC - Remote

Overview

Markforged (NYSE: MKFG) is leading the digital transformation of manufacturing by revolutionizing how engineers and manufacturers create and innovate. Our unique platform combines software, advanced materials (including cutting-edge metal and composite technologies), and industrial 3D printers to deliver strong, functional parts for various industries. We empower customers to overcome supply chain complexities, reduce costs, and accelerate innovation by producing high-performance tools, fixtures, prototypes, and end-use parts in-house.

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 customers’ needs and enabling them to make the best use of their investment in our technology. 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.

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

What will you own:

• Represent Markforged by providing excellent Technical Support to our resellers and customers, driving towards an excellent customer experience
• Develop knowledge and competence of a diverse range of technologies
• 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; we work, and succeed as One Team
• Create new, and improve existing technical documentation
• Provide technical training to partners and customers when required
• Any other duties as reasonably required

What you have:

• Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
• The ability to solve complex and diverse problems where analysis requires in-depth evaluation of factors (including log files and telemetry) with imaginative and innovative troubleshooting and experimentation
• Excellent troubleshooting skills and the 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
• Competence in Salesforce, or other CRM an advantage
• Experience of working with international teams is advantageous
• The ability to own a function independently, transparently, and consistently
• Self-motivation, with a passion to learn
• Excellent English language, verbal and written, communication skills are essential. Other languages would be advantageous
• Ability to travel as needed to go on site for a support intervention or Partner visit, Team Meetings and training in our US headquarters (up to 60% could be required)
• Ability to attend meetings ‘after hours’ to align with colleagues in other regions

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