As a Technical Customer Support Agent at Formlabs, you will be the primary point of contact for our customers, providing exceptional support and education. Our mission is to empower users by delivering clear, reliable guidance and fostering a culture of continuous learning. As ambassadors of Formlabs, we strive to create a positive and impactful customer experience, ensuring that every interaction leaves our users more informed, confident, and satisfied with their Formlabs products.

In this role, you will manage customer cases through multiple channels, including email and phone conversations. You will respond within the published Service Level Agreements, providing technical support, diagnosis, and customer education to keep our customers printing and their machines operational. Additionally, you will dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines. Collaborating with Services peers and Formlabs teams, you will serve as the voice of the customer on software and hardware-related feedback. Learning our products and printing for yourself and our customers will also be part of your responsibilities.

The ideal candidate will have at least one year of experience in customer service (contact center, field services), education (early education teachers), or hardware support. A high school degree or equivalent is required, along with strong written and verbal empathetic communication skills. Bonus skills include technical retail experience (e.g., Apple Genius Bar, Geek Squad), experience in dental (hygienist, lab technician, etc.), experience in additive manufacturing, a STEM degree, and fluency in Spanish or French.

Formlabs offers a robust equity program to build future wealth through RSUs, comprehensive healthcare coverage (medical, dental, vision), 401K matching and access to financial advisors, generous paid parental leave (up to 16 weeks), tenure-based paid sabbatical leave (up to 6 weeks), a flexible out-of-office plan, ample on-site parking and pre-tax commuter benefits, healthy on-site lunches, snacks, beverages, and treats, regular sponsored professional development opportunities, many opt-in culture events across our diverse community, and unlimited 3D prints.

At Formlabs, we are a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you're ready to shape the future of fabrication, come build it with us.