Strategic Account Support Engineer
Strategic Account Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
To reinvent an industry you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer engineer researcher and artist in the world.
Were seeking an experienced Strategic Account Support Engineerto join our high-performing Customer Service team. In this role youll act as the dedicated technical support lead for a portfolio of high-value customers. Your mission is to build lasting relationships resolve issues efficiently and ensure maximum customer uptime satisfaction and retention.
Youll partner cross-functionally with Sales Engineering Product and Field Service to deliver proactive support and custom solutions acting as the go-to technical expert for our strategic accounts.
If you are someone who enjoys structure and organized work join our team as a Strategic Account Support Engineer.
As a Strategic Account Support Engineer you will:
- Serve as the primary technical support contact for 2060 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.
What you bring:
- 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
- Experience leading customer meetings and delivering technical training is highly valued
Our Perks & Benefits:
- Robust equity program to build future wealth through RSUs
- Comprehensive healthcare coverage (Medical Dental Vision)
- Low cost fund options in our 401K and access to advisors
- Generous paid Parental Leave (up to 16 weeks)
- Tenure-based paid Sabbatical Leave (up to 6 weeks)
- Flexible Out of Office Plan Take time when you need it
- Ample on-site parking & pre-tax commuter benefits
- Healthy on-site lunches snacks beverages & treats
- Regular sponsored professional development opportunities
- Many opt-in culture events across our diverse community
- And of course unlimited 3D prints
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Even if you dont check every box but see yourself contributing please apply. Help us build an inclusive community that will change the face of 3D printing.
Employment Type
Full Time
