Strategic Support Specialist
| Company | Formlabs |
|---|---|
| Location | Cambridge, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid 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