• Build and Manage a team of high performing Field Support Engineers in region.
• Become an subject matter expert (SME) on Markforged products.
• Become an escalated resource for regional partners to investigate and troubleshoot customer issues.
• Provide excellent reseller and customer support while driving customer experience.
• Provide thought leadership on world-class support to our culturally diverse network of APAC partners.
• Implement tools and processes that will resolve customer pain points and improve daily operations.
• Drive key customer experience and efficiency projects with the Markforged Development teams.
• Collaborate with Senior Support and Application Engineers to drive issue prioritization and product improvement.
• Train regional partners on troubleshooting processes and product changes remotely and in-person. 
• Work closely with the regional team from sales, applications engineering, and channel management.

Important Note: 

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

What you have:

• Bachelor's degree in a technical discipline with a minimum of 8 years related professional experience, or an equivalent technical background.
• 8+ years of experience working in a high-tier technical support role or similar; previous experience with supervising or managing operational teams is a plus. 
• Comfort with support industry tools & practices such as case management, knowledge base, defect & escalation management.
• Advanced to expert knowledge of one or more is preferred: 3D Printing, Mechanical Engineering, Robotics, CAD, SaaS, Cloud Technologies, High-Pressure Gas Systems.
• Ability to learn new technologies quickly and make related technical language understandable.
• Passion for solving tough problems and proposing elegant solutions.
• Excellent verbal and written communication skills.
• Language competency: Business proficiency in English, one or more Asian languages such as Chinese, Korean, Japanese, etc.
• Flexibility in working hours in order to communicate with people in different time zones. 
• Ability to travel as needed to partner sites, up to 25% could be required.

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.