[Remote] Customer Support Technical Representative
Note: The job is a remote job and is open to candidates in USA. SprintRay develops digital dentistry solutions combining 3D printing hardware, software, and materials. The Customer Support Technical Representative provides technical support for dental technology products, manages customer cases through resolution, diagnoses hardware and software issues, and collaborates with internal teams to improve support quality and customer experience.
Responsibilities
- Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services through phone, email, and remote/online support sessions
- Own customer support cases from intake through resolution by gathering relevant technical information, documenting findings, and following established company policies and procedures
- Diagnose complex customer issues across hardware, software, networking, appliance design, and workflow using systematic troubleshooting and root-cause analysis
- Manage an active case pipeline efficiently, balancing urgency, customer impact, and service-level expectations
- Identify, prioritize, and communicate practical resolution options to customers, including next steps, workarounds, and escalation paths when appropriate
- Escalate recurring or high-impact customer feedback and field issues to the Technical Manager and cross-functional partners, including R&D, Quality, and Product Development
- Capture accurate case notes and customer feedback in CRM/support systems to support continuity, trend analysis, and product improvement
- Contribute to knowledge sharing, troubleshooting documentation, and continuous improvement of support processes and customer-facing guidance
- Partner effectively with teammates and internal stakeholders to improve issue resolution, customer satisfaction, and overall support quality
- Participate in occasional travel for training or other company-related events
- Flexibility to work EST hours
Skills
- 2+ years of experience in customer support, technical support, field service, or a similar customer-facing technical role
- Hands-on experience troubleshooting electromechanical equipment and isolating hardware, software, connectivity, or workflow-related issues
- Strong working knowledge of networking fundamentals and confidence supporting Windows and macOS environments
- Fluent English communication skills, both written and verbal
- Experience managing customer cases in a CRM, ticketing, or support platform
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise
- Strong attention to detail, organization, follow-through, and time management
- Ability to work collaboratively in a fast-paced, evolving environment while maintaining a positive and customer-focused approach
- Fluency in French and/or Portuguese
- Engineering, technical, or related degree or equivalent practical experience
- Experience with 3D printing, additive manufacturing, or digital fabrication workflows
- Experience in dentistry, dental labs, dental schools, dental offices, or digital dental workflows
Benefits
- Hybrid and Remote (Los Angeles)
Company Overview
Company H1B Sponsorship