Software Technical Support Engineer

SOFTWARE TECHNICAL SUPPORT ENGINEER

WHO WE ARE:

Oqton software is used in a variety of industries (e.g. aerospace, automotive, academic research, medical and industrial/consumer product manufacturing) and in a variety of applications from reverse engineering, design, manufacturing and inspection.

ABOUT THE ROLE:

As a member of our Software Technical Support Team, you will be responsible to help users get the most out of their software investment by addressing technical problems and providing guidance on resolving customer issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Solutions include, but are not limited to, helping customers install and license their software, verifying proper hardware and software set up, assisting with software navigation, usage, and troubleshooting. You will need to project a high level of professionalism and customer empathy as you work with partners, end users and internal staff. You will be expected to use the Technical Support case management system and be diligent in updating case history and delivering high-value technical support articles and videos.

WHAT YOU'LL DO:

• Ability to operate in a highly technical help desk environment daily.

• Serve as Technical Support team member for Oqton complete lineup of software CAD, Inspection and 3D Printing applications.

• Must continuously adapt personal knowledge to a wide range of ever-changing 3D modeling software, 3D Printing, 3D scanners, and haptic hardware product lines.

• Identify the degree of customer's technical knowledge and adjust problem solving communications accordingly.

• Solve complex software problems as necessary.

• Deliver quality technical resolutions in a timely manner by interpreting customer problems quickly, utilize resources for research, and applying solutions in accordance with established guidelines and procedures.

• Escalate complex problems, as necessary.

• Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution.

• Demonstrate the ability to reach out to a diverse technical audience and explain solutions accordingly.

• Achieve and maintain a performance standard, including but not limited to; average case handle times, issue volume, quality of service and customer satisfaction.

• Interact independently with other internal groups and experts to seek answers for customer problems.

• Log all incoming correspondence with customers accurately and create case notes in Salesforce case tracking database.

• Create content as needed for self-help customer facing online knowledge base and documentation in English.

• Log customer bugs or feature requests in bug handling systems (JIRA) for development teams.

• Verify customer bugs and test resolutions and updates.

• Participate in training activities to maintain technical currency, and to broaden product knowledge.

WHAT YOU'LL NEED:

Qualifications

• Knowledge of customer service principles and practices.

• Four-year technical degree or equivalent work experience.

• Working knowledge of 3D CAD systems, mechanical, industrial design, inspection methodologies or surfacing tools.

• Experience in a Customer Technical Support, Help Desk position or a similar customer-facing position.

• Experience with CAD, 3D Modeling, CAE, CNC, CAM, 3D Printing or laser scanner. Priorities are established by manager; however, employee is expected to manage workload to accomplish tasks independently and coordinate with teammates and manager.

• Employee is expected to evaluate and respond to new situations which require immediate attention.

• General PC troubleshooting skills and familiarity with basic Windows networking.

• Ability to multi-task effectively in a fast paced and ever-changing environment.

• Possess superior organizational, typing, grammar and writing skills.

• Actively appreciates and seeks the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, and abilities.

• Must be able to sit for extended periods of time in front of a computer.

• Position requires use of headset/microphone.

• Due to the nature of the work performed, applicants must be U.S. persons as defined by ITAR regulations

WHY 3D SYSTEMS?

Make a meaningful difference

Founded in 1986, we are the original pioneers of 3D printing. Today, we have a diverse global team that is at the forefront of shaping the entire additive space that spans everything from aerospace to healthcare. What we're doing in digital manufacturing is changing lives and transforming how the world makes things. It's a big responsibility to have this type of impact. And it's where we thrive.

Be you, at your best

We care about treating people right and we know that life is more than work. This is why we approach rewards and benefits at a personal level so that you have the resources you need to take care of yourself and be you, at your best. Below are a few of the rewards and benefits we offer:

• Comprehensive health plans

• Generous paid parental and bereavement leave

• Hybrid work practices for better work/life balance

• Industry leading vacation practices Paid volunteer time

• Retirement savings plan with employer matching

• Engaging employee recognition program Opportunities to grow and develop