Technical Support Engineer

Mountain View, CA | Full-Time | On-Site / Hybrid

About the Role

A fast-growing hardware technology company is seeking a highly technical and customer-focused Technical Support Engineer to support advanced desktop laser systems, DTF printers, UV printers, and creative fabrication equipment. This role serves as the frontline technical expert responsible for diagnosing hardware, software, and workflow-related issues across both business and consumer customers.

Unlike a Field Service Engineer role, this position focuses primarily on remote troubleshooting, technical case ownership, escalation handling, and cross-functional collaboration with R&D and product teams. The ideal candidate combines strong electro-mechanical troubleshooting skills with the ability to explain complex technical concepts clearly to users of varying technical backgrounds.

This is a hands-on, problem-solving role suited for someone who enjoys bridging engineering and customer experience in a fast-paced hardware technology environment.

Responsibilities

Technical Support & Troubleshooting

• Provide advanced remote technical support via phone, email, and video conferencing.
• Diagnose and resolve mechanical, electrical, firmware, and software-related issues.
• Guide customers through calibration, repair procedures, part replacement, and configuration adjustments.
• Troubleshoot motion systems, laser modules, print heads, control boards, sensors, and related components.
• Analyze logs, error codes, and performance data to identify root causes.

Escalation & Case Management

• Own complex or escalated technical cases from intake to resolution.
• Maintain detailed service documentation, repair logs, and issue tracking reports.
• Identify recurring failure trends and recommend corrective actions.
• Collaborate with field service teams when on-site support is required.

Cross-Functional Collaboration

• Work closely with R&D, firmware, hardware engineering, and product teams to replicate and resolve product defects.
• Provide structured field feedback to improve product reliability and service processes.
• Support product testing, beta validation, and troubleshooting documentation updates.

Customer Enablement

• Develop technical guides, FAQs, and troubleshooting documentation.
• Conduct virtual customer training sessions when needed.
• Support both B2B and direct-to-consumer customers with professionalism and clarity.

Qualifications

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Mechatronics, or related technical field, or equivalent hands-on experience.
• 2–5+ years of experience in technical support, applications engineering, or hardware troubleshooting.
• Strong knowledge of electro-mechanical systems, motion control systems, and embedded hardware.
• Experience troubleshooting CNC machines, laser systems, 3D printers, UV printers, DTF printers, or similar fabrication equipment preferred.
• Ability to diagnose electrical and mechanical failures using schematics and technical documentation.
• Strong communication skills and ability to explain technical issues clearly to non-technical users.
• Experience using CRM or service ticketing systems.
• Ability to manage multiple support cases simultaneously in a fast-paced environment.

Preferred Qualifications

• Experience supporting creative fabrication equipment or desktop manufacturing tools.
• Familiarity with firmware debugging, control boards, or embedded systems.
• Knowledge of networking basics and software installation troubleshooting.
• Experience in startup or consumer hardware environments.
• Mandarin language skills a plus but not required.

Work Environment

• Primarily on-site in Mountain View, CA with remote support responsibilities.
• Occasional travel may be required for training, trade shows, or internal support.
• Fast-paced, hardware-focused environment supporting innovative creative technology products.