Technical Support & Service Manager (Hardware / Laser Systems)

ACCELaser | Danbury, CT Area (On-site)

ACCELaser, founded in April 2024, is led by an experienced team with a strong track record in the 3D printing and digital fabrication industries. We specialize in advanced desktop laser systems that are powerful, user-friendly, and cost-effective.

Our mission is simple: empower creators, small businesses, and educators to turn ideas into reality. With a deep understanding of the DIY and maker market, ACCELaser is quickly emerging as a leader in next-generation desktop laser technology.

ACCELaser is seeking a Technical Support & Service Manager to lead our U.S. support operations based in the Danbury, CT area.

This is a hands-on leadership role for someone who thrives in a fast-paced, high-growth environment. You will oversee daily support operations, resolve complex technical issues, and build scalable service systems that deliver an exceptional customer experience.

You will play a critical role in shaping how customers interact with our products and support team, while also influencing product improvements through direct feedback to engineering and operations.

• Lead and manage the technical support team to deliver exceptional customer experiences
• Diagnose and troubleshoot hardware, software, and laser system issues
• Own and resolve escalated customer cases with urgency and professionalism
• Build and improve support processes, documentation, and workflows
• Partner cross-functionally with engineering, operations, and sales teams
• Train, mentor, and develop team members to ensure consistent, high-quality service
• Analyze support data and trends to proactively address recurring issues
• Help shape service strategy and infrastructure as the company scales

• Strong technical background in hardware systems, troubleshooting, and basic electronics
• Experience leading customer support or service teams in a technical environment
• Proven ability to diagnose and resolve complex technical issues
• Excellent communication skills with the ability to train and guide others
• Highly organized with a process-driven mindset
• Ability to thrive in a fast-moving, startup-style environment
• Experience in laser systems, CNC, 3D printing, or similar technologies is a strong plus

• Valid U.S. passport
• Willingness and ability to travel domestically and internationally as needed
• Ability to work on-site in the Danbury, CT area

• Be part of a fast-growing company shaping the future of desktop laser technology
• Work alongside a proven leadership team with deep industry experience
• Build and lead a critical function from the ground up
• Make a direct impact on customer success, product quality, and company growth