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Channel Solutions Specialist

| Watertown
At Markforged, we are on a mission to unlock the next 10x of innovation in design and manufacturing. We build an Industrial 3D Printing Platform to liberate designers and engineers from decades-old, slow part creation processes. NASA, Google, Ford, Amazon, Siemens and thousands of companies in 50 countries use Markforged to print same-day prototypes and produce stronger end-use parts than they did before. With Markforged, customers are able to ship 50X faster, spend 20X less, and build products that are 23X stronger.
We need exceptionally talented and versatile people to join our team in Watertown, MA and support our growing network of Channel Partners. If you have previous 3D printing experience (personal or professional), and can effectively troubleshoot technical concepts, clearly communicate solutions to issues as well as drive Customer Success through effective Channel support, we would love to talk to you. We are looking for a dynamic and driven individual to join our Customer Solutions Team.
Here at Markforged, Channel Solutions Specialists will represent Markforged to our Channel Partners and end users helping them solve issues while also working with our Customer Solutions Engineers on advanced troubleshooting. In this role, you will hold Channel Partners accountable for their performance through and feedback while also being a trusted partner taking their input to the product and engineering teams. You will have excellent communication skills and proven customer facing technical experience.

As a Channel Solutions Specialist, you will:

  • Remotely support and our partners and their customers.
  • Monitor the statistics, provide feedback and ensure excellence in the performance of our partner's customer support.
  • Provide formal feedback on partner to Markforged Sales and Operations Leadership.
  • Act as tier two support for complex issues.
  • Work with the Customer Solutions Engineers and Print Systems team on escalated issues
  • Collect detailed customer success and product performance data to report to Engineering.
  • Mentor and train channel partner technical representatives.
  • Represent Markforged professionally to our partners and customers and skillfully manage interactions all the way through to a resolution

What we look for:

  • Engineering degree (Bachelor’s or higher) or relevant work experience required.
  • 2+ years of customer facing experience ideally in a technical support or customer service role.
  • Excellent writing skills and interpersonal communication.
  • Knowledge and/or hands-on experience with 3D Printers highly desired.
  • Exude patience, grace, and a sense of humor.
  • Ability to travel regionally. Travel could be 10-25% annually.

Markforged values the differences among our employees and provides equal employment opportunities to all employees and applicants for employment. These differences include but are not limited to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. This goal emphasizes the development of inclusive work environments that capitalize on each employee’s skills, experience, and unique perspectives as we strive to achieve an unparalleled standard of excellence. To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

480 Pleasant Street, Watertown, MA 02472

An Insider's view of Markforged

What are some social events your company does?

Our office has periodic happy hours and company offsite parties, as well as a weekly all-hands meeting where different teams present and lunch is served.

Daniel

Content Engineer

What does your typical day look like?

Every day for me is a little different. Typically, I'd start the day by checking on the results of some multi-day experiments or pull parts out of experimental furnace runs for our metal system. Later in the day, I'd kick off the next set of experiments, which could be something like a regular print or a special furnace run.

Michelle

Materials R&D Engineer

How has your career grown since starting at the company?

I started at Markforged on the Solutions team. After taking the initiative to learn, attend trade shows, and help with training sessions, the growth of the applications team allowed me to graduate to the role of an Application Engineer. Markforged has continuously allowed me to use my increasing expertise and skill set to grow my career.

Michelle

Application Engineer

How do your team's ideas influence the company's direction?

Business Ops is responsible for the systems architecture, processes, and data that will allow Markforged to scale efficiently. We start every morning with team stand-up. We cover sales, channel, marketing, and office ops - so we communicate often to stay coordinated in Markforged’s fast paced environment.

Hoppy

Vice President, Business Operations

What's the biggest problem your team is solving?

Making sure that as we scale we are still moving quickly. We have grown a lot, and I think the real complication is that we now have a lot of legacy products. The most important thing is that we never stop supporting customers and those products. You can't forget about your last printer while you're working on your new one.

Julie

Director, Product Management

What are Markforged Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Markforged provides up to 12 weeks of parental leave to eligible employees.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Markforged has a take what you need vacation policy.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
We have a conference room named "Smash" with plenty of controllers - and ping pong tables in both offices.
Stocked Kitchen
Snacks, hot and cold coffee, gourmet tea selection, soda, Soylent, Chobani yogurt, string cheese, fruit and veggies!
Some Meals Provided
Markforged provides free catered lunch every Tuesday.
Happy Hours
Monthly New Hire happy hours and weekly Friday happy hours.
Parking
Free, dedicated employee parking lots.
Fitness Subsidies
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