About the position

The Customer Support team tackles some of the most challenging and complex technical problems - spanning from hardware to software to chemistry - ensuring that customers not only love our products but also succeed with them. We are accountable for resolving critical issues, often under high-pressure conditions, and ensuring customers have a positive experience with Carbon. Carbon Technical Partners are technical problem-solvers and advocates for the customer, managing all aspects of customer support while driving the successful adoption and utilization of Carbon’s innovative products. In this role, you will need to carefully listen to customer concerns, rapidly learn new technologies, and respond with expert-level solutions across a broad spectrum of industries and technical disciplines. Successful Carbon Technical Partners excel at balancing competing customer needs, navigating technically demanding scenarios, and delivering an exceptional support experience. Given Carbon’s fast-paced and ever-evolving environment, adaptability and flexibility are essential to thrive and meet the dynamic challenges of the role. The preference for this role is to be onsite with a hybrid schedule (3 office days per week) but potential for up to 15% travel will be required for training on our product and supporting customer needs. We are looking for a curious, technical investigator who enjoys the challenge of deploying new technology and ensuring customers achieve repeatable, high-quality results using DLS. This is a temporary role. Preference for the location of this role is onsite in Sunnyvale, CA; with some flexibility of a remote US location for the right candidate.

Responsibilities

• Serve as the lead point of contact for any support matters specific to your cases, including training end users and resolving technical issues
• Take full ownership of customer support requests from start to finish, including troubleshooting, root cause analysis, resolution, or escalation as needed
• Diagnose and resolve high-severity requests or escalated issues by applying advanced technical knowledge and critical thinking, even when faced with incomplete or ambiguous information
• Consistently deliver superior customer experiences by exceeding expectations on response quality, timeliness, and technical accuracy
• Act as a key technical liaison between customers and cross-functional teams, ensuring complex issues are analyzed and addressed for the timely and effective delivery of solutions
• Translate technical concepts and support updates into clear, actionable communication for both technical and non-technical stakeholders
• Create and update knowledge base documentation
• Mentor and teach new team members
• Work on strategic projects that positively impact the customer experience and Carbon's internal processes
• Troubleshoot the “Total Solution” - diagnose how hardware, software, materials, and customer education interact to impact print quality and production success
• Lead customer trainings either on-site (anticipate up to 15% travel) or remotely

Requirements

• Advanced critical thinking and analytical abilities in evaluating complex problems from multiple perspectives, prioritizing effectively, and determining the most efficient resolution path
• Proactive problem-solver with demonstrated success in taking initiative to resolve challenging issues, particularly in dynamic or ambiguous situations, without relying on predefined solutions
• Customer-facing experience, with a commitment to customer success and satisfaction.
• Proven ability to prioritize and manage multiple projects at a time while paying strict attention to detail
• Works effectively on a team by communicating openly, collaborating to achieve shared goals, and adapting to new challenges to ensure customer success
• Technical background with experience in engineering, chemistry, material science, or field service
• High-Stakes Communication; the ability to maintain composure and command during “printer down” emergencies, translating high-pressure technical hurdles into calm, actionable recovery plans for the customer.

Nice-to-haves

• BS degree in engineering, material science, or related technical field; or around 5 years of relevant experience in technical service, product support, or customer success role
• Experience with DLP, SLA or FDM 3D printing technologies, particularly in a dental lab or industrial manufacturing environment
• Prior experience working in a dynamic, small-company environment with evolving processes and priorities; demonstrated adaptability to ambiguity, a flexible approach to shifting demands, and a commitment to achieving customer success
• Proficient with ticketing systems such as Salesforce and Jira
• Experience leading and facilitating technical training sessions or presentations, both in-person and virtually, to guide customers or peers through complex troubleshooting steps
• Spanish skills a plus (in addition to fluent English)

Benefits

• The Bay Area, CA compensation bracket for this position is \$90,400 - \$135,600 (per year).
• In order to maintain equitable internal pay practices, we aim to hire new employees near the midpoint of \$113,000 (per year) taking into account your experience, work location, certifications, and the unique skills you bring to the role.
• If you are not based in our Sunnyvale office, the range above will be adjusted for the geographical differential associated with your actual work location.
• For more information on how we modify your pay based on your location, please refer to our geographic differentials chart.