Technical Support Engineer

Denver, Colorado, United States

Seattle, Washington, United States


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Type: Permanent

Experience: Experienced Professional (Non-Manager)

Education: Bachelor's Degree

Category: Customer Support / Client Care

Industry: Consumer Products and Services / Retail & Wholesale

Salary: $89,000-94,000K

Date Posted: 05/14/2021

Shortcut: http://management-recruiters-of-cumming.jobs.mrinetwork.com/KrZr7S


At Glowforge, we help people bring home the future and make it their own. Our printer uses a laser to carve and engrave products from raw materials like wood, leather, acrylic – even cardboard. Take a look and see for yourself.

 

We build magical products to delight our customers, and we do it while taking care of each other. We hire people who are outstanding at what they do, who thrive in tight-knit teams, and who want to make things that make a difference.

 

Together, we've built a product we're exceptionally proud of, and the reward has been incredible growth.

We work together because we believe in the power of creativity. We believe we can bring about a future where anyone can print anything. This is a full-time role in Seattle, and we are happy to help new employees relocate to this wonderful city.

Why we need you

  • Glowforge isn’t just a beautiful piece of hardware, it’s a living growing platform that includes hardware, cloud-based software, a catalog of designs, and a community of very gifted makers exploring the limits of what they can do with their Glowforge printer.
  • We want our customers to be delighted but sometimes they hit a snag and need a little help. You’re one of the keys to their success, connecting the dots from an unexpected print experience to what's causing the problem, whether it’s a loose belt, damaged wheel, or something else entirely. You’ll clear the roadblocks and get them back to realizing their vision and making their creations. When our customers encounter trouble you will be the difference between them walking away frustrated or coming away informed and excited to use their Glowforge for years to come!

Here's what you'll be doing

  • Troubleshooting the tricky questions. Why did a customer’s Glowforge printer make that noise? Is the laser supposed to do that? Why did that thing not work? What is the problem that is trying to be solved? You’ll work across departments at Glowforge to identify solutions. Communicating elegantly. You’ll respond to our customer’s complex questions with easy-to-understand answers by phone, chat, and email.
  • Articulating your message. You’ll create both technical troubleshooting documents that are used by the team internally and self-service articles that get our customers back on track.
  • You’ll be paying attention to what our customers are thrilled and bothered by, and you’ll lead projects to develop our systems, policies, and processes to help the rest of the team learn and grow, too.
  • You’ll keep a positive disposition and level head even during the worst of times - like late on a holiday when a customer is rightfully upset because something is broken, and you’re the only one they have to talk to about it.

 

You need these qualifications

  • You have a four-year technical degree or equivalent experience.
  • You have at least two years of experience solving technical challenges for customers over the phone and/or chat.
  • You are very good at troubleshooting technical problems involving software and/or computer-controlled mechanical devices.
  • You write well, communicate clearly, and listen like a champion.

It would be nice if...

  • Your motto is “I can fix that!” You are the person family and friends go to for answers when their technology isn’t working.
  • You have experience working with 3D printers, CNC mills, laser cutter/engravers, or other fabrication technology as well as design software.
  • You love making things - knitting, woodworking, 3D printing, furniture building - it doesn’t matter what.

There's one more, very important thing. We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day.

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