Strategic Support Specialist

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

We're seeking an experienced Strategic Technical Support Specialist to join our high-performing Customer Service team. In this role, you'll act as the dedicated technical support lead for a portfolio of high-value customers. Your mission is to build lasting relationships, resolve issues efficiently, and ensure maximum customer uptime, satisfaction, and retention.

You'll partner cross-functionally with Sales, Engineering, Product, and Field Service to deliver proactive support and custom solutions, acting as the go-to technical expert for our strategic accounts.

If you are someone who enjoys structure and organized work, join our team as a Strategic Technical Support Specialist

As a Strategic Technical Support Specialist, you will :

• Serve as the primary technical support contact for 20-60 strategic customers.
• Contribute to servicing additional pool of high value customer as a team
• Take full ownership of support cases within your assigned customer cohort.
• Proactively manage and resolve customer issues with a focus on minimizing printer downtime and maximizing throughput .
• Lead internal and external meetings to discuss customer performance, open issues, and service opportunities.
• Coordinate and / or execute on-site visits when needed to deliver white-glove service.
• Collaborate closely with Account Executives and Channel Partners to support customer success and retention.
• Partner with Engineering, Product Integrity, and Service Engineering teams to solve complex or novel issues .
• Contribute to mentorship programs and knowledge sharing by supporting junior agents
• Serve as an internal resource and subject-matter expert for all matters related to your customer cohort.

What you bring :

Our Perks & Benefits :

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.