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Strategic Support Specialist

Strategic Support Specialist

CompanyFormlabs
LocationCambridge, MA, USA
Salary$Not Provided – $Not Provided
TypeFull-Time
DegreesBachelor’s
Experience LevelMid Level

Requirements

  • STEM degree required
  • 3+ years of experience supporting/working on large-scale, capital-intensive equipment (e.g., industrial 3D printers, robotics, CNC machines, medical imaging systems, lab automation tools)
  • Ability to manage a high-touch account portfolio with professionalism, technical depth, and urgency
  • Strong analytical and troubleshooting skills across hardware, firmware, and software layers
  • Proven track record in collaborating with cross-functional technical teams to resolve complex issues
  • Exceptional communication skills, including comfort presenting to Sr. engineers, operators, and executives

Responsibilities

  • 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

Preferred Qualifications

  • Experience leading customer meetings and delivering technical training is highly valued