Technical Support Engineer

Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine troubleshooting.

WHY WE NEED YOU:

WAZER is the creator of the world’s first desktop waterjet cutter. We’ve brought industrial-grade precision to the workshops of designers, engineers, and makers everywhere. As we continue to grow, we are looking for a Technical Support Engineer who is passionate about solving complex mechanical puzzles and facilitating excellent user experience.

We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes.

YOUR DAILY ROLE:

As a Tier 2 Technical Support Engineer, you are the bridge between our users and our engineering team. You will handle challenging technical escalations involving component failure, cut quality concerns, and monitor recurrence of issues to determine which should be escalated to the Product Development team.

Beyond helping users to fix their machines, you will be a systems architect for our support department, identifying bottlenecks and implementing the tools and workflows necessary to make our support system run as efficiently as our waterjets.

TECHNICAL SUPPORT ENGINEER DAILY ROLE:

• Diagnose and troubleshoot hardware, software, and firmware issues remotely via email, phone calls, and video calls to guide users through mechanical repairs
• Act as the primary escalation point for complex technical issues that Tier 1 cannot resolve.
• Act as the first level of support for our Reseller Network
• Deescalate sensitive situations with users
• Document user problems and the actions taken to solve them and update troubleshooting procedures accordingly
• Work with Product Development engineers to develop short term and long term solutions
• Develop proactive web support content to help users solve common issues you’ve seen repeatedly
• Manage and optimize our support systems to improve quality of support and response times
• Maintain an inventory of replacement parts in our warehouse

AD-HOC RESPONSIBILITIES

• Warehouse duties related to machines coming in for testing
• Aid in the refurbishment of machines
• Overseeing the machine replacement process
• Maintain inventory of relevant parts

MUST HAVE QUALIFICATIONS:

• 3 years in a customer-facing technical support or field service role, ideally dealing with complex hardware (CNC, 3D printers, robotics, or industrial machinery).
• Comfortable communicating with non-technical users to explain complex technical troubleshooting and repair
• Technical proficient verbal and written communication skills - an ability to translate "Engineering-speak" into clear instructions for a user
• Proficiency in mechanical assembly, electronics troubleshooting (multimeters, wiring diagrams), and software/firmware root cause analysis
• You don't just fix the problem; you want to know why it happened and how to prevent it going forward
• Well-organized and willing to work independently with a strong sense of personal organization.
• Familiarity with 2D CAD - can open and manipulate an existing sketch
• Ability to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person
• Ability to commute to Yonkers, NY
• Don’t mind getting your hands dirty

NICE TO HAVE QUALIFICATIONS:

• Digital content creation
• Experience maintaining Inventory in a warehouse setting
• Have worked with CRM systems (zendesk, salesforce, etc)
• You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative
• Degree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.
• Highly functional at 2D CAD
• Trade or technical background
• Passion about WAZER’s mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.

While it would be great to bring on experienced talent for this role, we’ll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don’t hesitate to contact us. Be open about what you don’t know and what you excel at, and we’ll do our best to evaluate this with our specific needs!

COMPENSATION:

Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.