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Technical Support Engineer - EMEA

England, United Kingdom

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 hybrid support model of Partner Led Support, where we provide tier two support to our reseller network, and direct support with the customer.

This role is mostly remote support with some onsite support expected as needs dictate.

 

In this role you will:

  • 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, phone and in person
  • 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
  • Any other duties as reasonably required

 

What we look for:

  • Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
  • Knowledge of electrical systems, sensors, and motion control systems
  • Excellent troubleshooting skills, and ability to apply logical thinking to solve a problem
  • Proficiency in standard troubleshooting techniques; log file analysis etc.
  • Competence in case management, defect reporting & escalation management
  • Knowledge of Salesforce an advantage
  • Experience of working with international teams is advantageous
  • Self-motivation, with a passion to learn
  • Language competency: Business proficiency in English is essential, and one or more European languages such as German, Italian, French, Spanish, etc. is an advantage
  • Flexibility in working hours in order to communicate with people in different time zones where business needs dictate 
  • Ability to travel as needed to customers, partner sites, and US and EMEA headquarters, up to 25% could be required

 

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Why Markforged?
Help us reinvent manufacturing. 
We are reinventing manufacturing so that engineers can build anything they imagine.
 
We are one team that wins together!
You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.

Perks & Benefits

For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), parental leave, commuter benefits, open PTO policy, and more. Our work environment includes casual dress, a fully stocked kitchen, bike storage, free parking, weekly catered lunches, and fitness perks. You will have unlimited access to our 3D printers for professional and personal parts!

To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.

Markforged is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, or disability.

 
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