Customer Support Technical Engineer (2+ yrs experience, US timezone-10pm to 6am; work from office in Hyderabad)

SprintRay is hiring a Technical Support Engineer in Hyderabad to provide technical assistance and troubleshooting support for our 3D printing solutions. The role involves handling customer inquiries, diagnosing hardware/software/network issues, and managing support cases to ensure excellent customer service.

Candidates should have technical troubleshooting expertise, strong communication skills, and experience in IT hardware/software support.

Job Duties and Responsibilities:

• Provide technical support via phone, email, and online sessions for 3D printers, software, and post-processing equipment.
• Diagnose and resolve hardware, software, and networking issues using root cause analysis.
• Track and manage customer cases in CRM platforms and escalate complex issues to internal teams (R&D, Quality, Product Development).
• Conduct customer training sessions on product usage and troubleshooting.

Key Qualifications:

• Education: Bachelor’s degree in Engineering (IT, Computer Science, Electronics, or a related technical field).
• Experience: 2+ years in technical/customer support for IT hardware, software, or networking.
• Skills:
  • Strong Windows, macOS, and networking troubleshooting expertise.
  • Experience in handling support cases, remote troubleshooting, and CRM platforms.
  • Fluent in English - verbal and written.
  • Ability to explain technical solutions to non-technical users.

Preferred Qualifications:

• Experience in 3D printing, additive manufacturing, or electromechanical equipment support.
• Prior experience in the dental industry (dental labs, clinics, CAD/CAM workflows) is a plus
• Knowledge of cloud-based troubleshooting, SaaS-based support tools, LAN/WAN.
• Prior experience in an International Customer Support Environment (handling international clients).

Sprintray is an equal opportunity employer.

Location - Onsite, Hyderabad 

Work Time - 10 pm - 6 am IST

About SprintRay:

SprintRay is a highly collaborative environment where innovative people have the freedom to satisfy their curiosity by finding creative solutions to hard problems. If you are a relentless problem solver who wants to shape the future of 3D printing, join SprintRay! Together, we can revolutionize the next 100 years of manufacturing and empower future generations of doctors, designers, and makers all over the world.

To All Recruitment Agencies:

Without a written agreement signed by an officer of SprintRay: a) SprintRay does not accept resumes from recruiting agencies, headhunters, or any other party expecting payment in the event SprintRay speaks with or hires a candidate from such submitted resume; b) SprintRay is not responsible for any fees related to unsolicited resumes or related Terms of Service, and c) Unsolicited resumes received will be considered the property of SprintRay and will be processed accordingly.