Customer Experience Specialist, Technical

The Customer Experience Specialist, Technical, is the first point of contact for customer support inquiries. You will diagnose and resolve level 1 installation, licensing, and workflow issues, document every interaction, and escalate complex problems to engineering when required. Beyond software support, you will assist with additive‑manufacturing builds and on‑site reality‑capture projects, gaining broad exposure to emerging digital‑manufacturing workflows. Success in this role calls for exceptional troubleshooting ability, working knowledge of mechanical design, and clear, empathetic communication with both customers and internal teams.

Essential Duties And Responsibilities

• Respond quickly and courteously to support tickets, phone calls, and chats, delivering level 1 assistance for software installation, licensing, and general functionality
• Collect thorough problem descriptions, reproduce issues, and record all findings in the ticketing system
• Escalate unresolved or complex cases to engineering, providing clear documentation and replication steps
• Collaborate with sales to share customer insights and identify opportunities for training or additional solutions
• Author and maintain concise knowledge‑base articles, quick‑start guides, and internal playbooks
• Track open cases, follow up proactively with customers, and keep stakeholders informed of status and timelines
• Contribute ideas that improve support workflows, KPIs, and overall service quality
• Set up, operate, and post‑process 3D‑printed parts, including basic quality checks and packaging for shipment
• Perform on‑site 3D laser scanning and assist with data post‑processing and file delivery
  
  

Required Skills And Abilities

• Proven troubleshooting skills and the ability to manage multiple support cases simultaneously
• Mechanical design experience or training (coursework, internships, or professional use)
• Demonstrated aptitude for rapidly learning new software and technical concepts
• Clear, professional verbal and written communication with both technical and non‑technical audiences
• Strong organizational and time‑management skills with a customer‑focused mindset
• Associate‑level technical degree (e.g., Engineering Technology, CAD) or equivalent hands‑on experience
  
  

Preferred Skills And Abilities

• Exposure to 3D laser scanning, additive manufacturing, or related digital‑manufacturing technologies
• Experience in an engineering, R&D, quality, or technical‑service environment
• Familiarity with CRM or ticketing platforms for case management
• Experience creating technical documentation, knowledge‑base content, or training materials
  
  

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected Veteran status.  

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