Carbon Technical Partner

About the Role

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.  

This is a remote role but some travel (up to 30%) will be required for training on our product and supporting customer needs. We are looking for an individual who is a quick learner, passionate about helping customers adopt new technology, and focused on helping our customers be successful with Digital Light Synthesis (DLS).

Preference for the location of this role is Eastern or Central US states; with some flexibility of US location for the right candidate. 

You will…

• Serve as the lead point of contact for any support matters specific to your cases and assigned customers, 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, maintaining transparency and trust
• 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
• Lead customer trainings either on-site (anticipate up to 30% travel) or remotely

You have…

• Demonstrated aptitude for complex troubleshooting: Proven experience in identifying and resolving highly technical issues with minimal information and resources
• Exceptional communication skills, with the ability to listen actively, clearly articulate and present complex technical information to key stakeholders and decision makers, and simplify concepts effectively for non-technical audience in-person, over the phone, and through email
• 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
• Tech savvy individual with the ability to quickly and effectively learn new technology as well as complex hardware, software, and materials concepts
• 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

Top candidates will also have:

• BS degree in engineering, material science, or related technical field; or 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
• Proven ability to manage customer accounts, build long-term relationships, and act as a strategic partner to ensure customer success and satisfaction. Skilled in balancing multiple accounts while delivering tailored solutions to meet diverse customer needs
• 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
• Well-versed in new product introductions, with a proactive focus on adopting emerging industry techniques and practices
• Experience leading and facilitating technical training sessions or presentations, both in-person and virtually, to guide customers or peers through complex troubleshooting steps
• Language skills preferred - Spanish skills a plus (in addition to fluent English)

You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. 

At Carbon, we look at the person holistically and carefully consider a wide range of factors when determining salary. The Bay Area compensation bracket for this position is $70,000 - $98,000 (per hour or per year). In order to maintain equitable internal pay practices, we aim to hire new employees near the midpoint of $84,000, taking into account your experience, work location, certifications, and the unique skills you bring to the role. If you are not based in our Redwood City 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.  For details on our total rewards package, visit https://www.carbon3d.com/about/life-at-carbon.

Carbon also offers to our eligible employees a comprehensive total rewards package that includes equity, benefits, and time off programs.