Formlabs
Technical Support Engineer
Milwaukee, WImidAdded today
About this role
Formlabs seeks a Technical Support Engineer to serve as the primary customer contact for 3D printing hardware and software issues. You'll handle multi-channel support cases, diagnose problems, educate users, and coordinate with internal teams to ensure customer satisfaction and product improvements.
What you'll do
- Accept and resolve customer support cases via email and phone within published SLAs
- Diagnose technical issues and provide guidance to keep customer machines operational
- Log all customer contacts and interactions in case management system
- Dispatch replacement parts, hardware, and software with instructions per guidelines
- Gather customer feedback on software and hardware for internal product teams
- Learn Formlabs products through hands-on printing and testing
What they're looking for
- Customer service and support experience
- Strong written and verbal communication
- Empathetic listening and problem-solving
- Technical troubleshooting mindset
- Hardware support knowledge (bonus)
- Additive manufacturing familiarity (bonus)
- Spanish or French fluency (bonus)
- Technical retail experience like Apple or Geek Squad (bonus)
Benefits
- Equity program with RSUs
- Comprehensive medical, dental, and vision coverage
- 401(k) matching and financial advisor access
- Up to 16 weeks paid parental leave
- Up to 6 weeks paid sabbatical leave
- Flexible paid time off and on-site perks
Opens the official application on the employer’s site. No login required.
Formlabs
Formlabs builds advanced 3D printing hardware and systems, with particular focus on dental and professional applications. The company is hiring for engineering roles including robotic systems integration, mechanical design, and reliability testing to develop and improve their 3D printing technology.
- Website
- formlabs.com
Likely interview questions
- Describe your experience handling customer support cases and how you prioritized multiple requests under SLAs.
- Tell us about a time you helped a frustrated customer understand a technical issue—how did you approach it?