Technical Support Representative & Waterjet Test TechnicianThis is not an IT or software support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine troubleshooting.Why We Need YouWAZER is the creator of the world's first desktop waterjet cutter. We've brought industrial-grade precision to the workshops of designers, engineers, and makers everywhere. We are looking for a Technical Support Representative who is curious, mechanically inclined, and eager to help our customers turn their designs into usable parts.
We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes.Your Daily RoleAs a Tier 1 Technical Support Representative, you are the face and voice of WAZER. You are the first line of defense, helping our community of makers, educators, and engineers set up their machines and troubleshoot initial challenges. This role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to grow your knowledge of the WAZER by maintaining test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues.Technical Support Daily RoleTroubleshoot common issues related to cutting quality, machine setup, and component failureProvide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.Guide customers through our online library of resources to empower them to solve problems independently.Document customer interactions in our support system to ensure a seamless hand-off if an issue needs to be escalated.Process replacement part orders and coordinate with the operations team to ensure customers get what they need to keep cutting.Work with Product Development engineers to develop short term and long term solutionsIdentify gaps in our customer-facing documentation and suggest improvements to the team.Deescalate sensitive situations with customers.Maintain an inventory of parts and machines in the warehouse.WAZER Test Program Daily RoleMaintain test rigs in operation and proactively improve test setupsCollect and record data in a thorough and organized mannerWork with Product Engineers to understand failures that ariseMaintain an organized work and file spaceAd-Hoc ResponsibilitiesAid the Warehouse department to prepare machines for processingAid in the refurbishment of machinesPackaging replacement machines for customers as neededMaintain inventory of relevant partsMust Have Qualifications1+ years in a customer-facing role (Support, Retail, or Service), with hardware or technical products is a major plus.Must have experience regularly repairing and maintaining electromechanical systemsMust be a quick learner when it comes to mechanicsA systematic and process oriented thinker and not solution mindedStrong technical and written communication skillsFast typer and very comfortable navigating the MS and Google suitesComfortable leading feedback sessions with other team members and enjoy a good brainstorm sessionWell-organized and willing to work independently and a strong sense of personal organizationFamiliarity with 2D CAD – can open and manipulate an existing sketchComfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3d printer, or cnc mill.Ability to commute to Yonkers, NYAbility to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another personDon't mind getting your hands dirtyNice To Have QualificationsHave worked with CRM systems (zendesk, salesforce, etc)You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creativeCan break down a system and identify what makes it work the way it doesDegree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.Highly functional at 2D CADTrade or technical backgroundWebsite Editing skills (squarespace blog pages)Passion about WAZER's mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.While it would be great to bring on experienced talent for this role, we'll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don't hesitate to contact us.
Be open about what you don't know and what you excel at, and we'll do our best to evaluate this with our specific needs!CompensationThis is an hourly position at $21-$25/hr, depending on relevant experience for the position. Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.Location & EnvironmentWe've located ourselves in Yonkers, NY. You'll be working in an environment that is simultaneously our office, ideation studio, research lab, workshop, and final product assembly center, all under one roof. This allows us to collaborate and learn each other's area of expertise, providing better solutions to our customers. Our facility becomes a playground in the off hours.
You are encouraged to design, make, and work on whatever personal projects you may have at the time. You may see brewing equipment, race car parts, plants, and art pieces around the office. Who knows what inspiration we use for the next problem we need to solve!ApplyTo apply, write to us at with a quick explanation about why you think you would be a good fit for this role and attach your resume. Please write "Technical Support Representative" in the subject line.