Technical Support Software Engineer (m/f/d)

In our Technical Support Team, you will be responsible for helping software users get the most out of their investments by addressing technical issues and providing guidance on solving customer problems;...

3D Systems is a provider of 3D design-to-manufacturing solutions such as 3D printers, printing materials, 3D scanners and printing services. 3D Systems software is used in a wide variety of industries (e.g. aerospace, automotive, academic research, medical and industrial / consumer product manufacturing) and in a variety of reverse engineering, design, manufacturing and quality control.

We are looking for someone to strengthen our team as

Your tasks:

In our Technical Support Team, you will be responsible for helping software users get the most out of their invest­ments by addressing technical issues and providing guidance on solving customer problems. You need knowledge of the workflows of manufacturing and design customers as well as technical know-how about all of our products in order to offer first-class service.

You communicate technical solutions in a user-friendly and professional manner. You are the interface to customers, partners and co-workers in order to solve problems with software applications. You also help define and implement cutting-edge tools, processes and other forms of communication to facilitate the successful customization of 3D Systems products. We expect you to use Salesforce to manage customer cases and Jira to log software bugs. You update the case history in technical support and, if necessary, provide high-quality articles for a publicly accessible knowledge base. Technical support questions are asked by email and phone. You have a high level of professionalism and empathy when working with partners, end-users and employees. At 3D Systems you work with many teams including Quality Assurance, Development, Product Management, Field Service, Training and Technical Communication.

Your responsibilities:

• You are a product expert for all software applications and services within the 3D Systems product line. You continuously adapt your knowledge to a wide range of ever-changing 3D modeling software, 3D scanners and haptic hardware product lines.
• You identify the customer's level of technical knowledge and adjust communication accordingly. You also solve complex software problems if necessary.
• You provide remote demonstrations to customers on how to use Geomagic software products and 3D scanners.
• You interpret customer problems quickly, use resources for research purposes, and apply solutions according to policies and procedures.
• You can reach a diverse technical audience and explain solutions.
• You achieve performance standards, including average case turnaround times, case volume, call quality, and customer satisfaction.
• As a manager in the organization of technical support, you will also look after junior staff.
• You record incoming correspondence and create case notes in the call-tracking database. You also log customer interactions.
• When you work for the customer, you improve the software by documenting software errors, functional and workflow improvements and developing them via Jira.
• You should be ready to learn multiple software, haptic devices, and scanners.
• With training, you ensure that you are always up to date technically and that you expand product knowledge.
• If required, create content for the online knowledge database and documentation for self-help customers.

Your qualification:

• Bachelor's degree in Engineering (e.g. Mechanical Engineering or Industry) or equivalent professional experience.
• Approximately 3 years of hands-on experience in a design / manufacturing environment.
• At least 1 year of experience in providing technical support for CAD, CAE, CNC or CAM. Knowledge of 3D CAD systems, industrial design, inspection methods and surface tools is very desirable.
• Knowledge of PC troubleshooting and computer networks, Windows operating systems and drivers.
• Priorities are set with your manager. However, willingness to work independently is expected.
• Ability to perform multiple tasks effectively in a fast-paced, ever-changing environment.
• You can translate knowledge of tools and techniques into technical documentation.
• Excellent oral and written communication and human skills are a must.
• Programming experience in Java or Python is an advantage.
• We expect fluent English and Italian skills, both spoken and written.

We offer:

• Exciting activities in an expanding company
• Performance-related salary
• Thorough training

Are you interested?

Please send your application documents stating the earliest possible starting date and your salary expectation.