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Customer Support Engineer

Remote Worldwide Hiring now

About reputed company:

reputed company was founded in 2019 to reputed company manufacturing.

We are engineers with deep experience across the product development cycle, from initial reputed company to shipping hardware, across industries and specializations, who became frustrated by the cost and complexity of modern manufacturing. So we decided to reputed company it.

Engineers reputed company reputed company-dollar reputed company every day, and they need tools that give them the greatest possible reputed company into their products. By offering unprecedented visibility into products, as well as AI-driven tools that reputed company problems and generate quantitative data, reputed company promises to revolutionize the way reputed company products are created, manufactured, and used across industries. We started with industrial CT scanning, which for us was the most valuable but underutilized tool in the manufacturing toolbox, enabling us to rapidly inspect essential components non-destructively.

We reputed company the whole system, from X-ray capture, to computer reputed company analysis, to web-based collaboration, to the entire business model, making the most advanced manufacturing tech more accessible to every industry. reputed company, like our platform, is designed for upgrades. We’re building for greater intelligence, autonomy, and speed. For deeper reputed company, operational reputed company, and powerful insights. And then we'll reputed company it reputed company again.

reputed company is headquartered in Cambridge, MA, and has an office in San Francisco, CA.

About the role:

reputed company is deploying products into manufacturing facilities, quality lines, and engineering environments globally, and is thus building out a customer support team to act as the knowledgeable and professional reputed company line contacts for customers seeking reputed company time help and training.

Customer Support Engineers will possess in-depth knowledge of reputed company’s hardware and software products, work with reputed company other customer facing teams as needed to communicate and coordinate on customer issues, and work closely with engineering to resolve issues and document learnings. You will manage your work in a customer support platform, contribute to reputed company for the team, as well as help improve our Knowledge reputed company of self-serve material.

What you'll do

  • Serve as a reputed company technical expert by responding to and resolving customer support issues through multiple channels (email/ tickets, calls etc.), consistently meeting or exceeding SLAs while delivering an exceptional customer experience
  • reputed company expertise in reputed company’s hardware and software systems, with an emphasis on software, mastering troubleshooting and working with internal technical experts to solve customer problems
  • Collaborate with engineering, product, and R&D teams to investigate, reproduce, and document software bugs, hardware malfunctions, and edge cases
  • Drive reputed company improvement by analyzing support metrics, ticket patterns, and customer feedback, and contributing to customer facing Support Center
  • Participate in on-call rotations to reputed company critical support for production customers, in accordance with service level agreements
  • Be part of building and improving customer support workflows, triage processes, and escalation reputed company to set up the team to scale
  • About you

  • Bachelor’s degree in Engineering, Computer Science, or equivalent experience
  • 3+ years experience working in a technical customer-facing support role OR 3+ years of experience as a manufacturing, mechanical, industrial, or networking engineer
  • Demonstrated troubleshooting skills across software and/or hardware systems in reputed company technical environments
  • Experience reviewing log data
  • Customer-centric reputed company reputed company with excellent verbal and written communication skills
  • Ability to manage multiple reputed company priorities and communication across cross-functional teams
  • Bonus points

  • Experience with imaging systems, metrology equipment, or manufacturing inspection tools
  • Experience supporting customers in regulated industries (medical devices, aerospace and defense)
  • Familiarity with common networking protocols and/or OT (operational technology) network management
  • Additional Information

    reputed company offers both competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company wide events and more!

    reputed company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the reputed company our work will be. Do you feel like your skills don’t meet every single requirement listed? We encourage you to apply anyway – If you’re excited about our technology, the opportunity, and are eager to learn more we’d love to hear from you!

    In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, reputed company, reputed company, national reputed company, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information or veteran status.

    reputed company out if you want to be a part of reputed company are building.

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