Technical Customer Success Associate
Glowforge is a beautiful device that sits on your desk. It uses lasers to carve and engrave gorgeous products from raw materials like wood, leather, acrylic - even cardboard.
If you haven’t already, check out our video on glowforge.com. While you’re there, you’ll see something amazing: this project is one of the most funded pre-order campaigns of all time. People love what we’re creating and can’t wait to get it!
Why we need you
We have the best customers, and our company is going to succeed or fail based on the experience they have with their Glowforge. When customers experience a challenge, they’ll come to us expecting us to make it right. That’s where you come in. You are their hero.
When our customers encounter difficulties, whether it’s the Glowforge app, the internals of their Glowforge, the design they’re working with or the materials they’re using, you’ll help them get back on track. You’ll ask great questions, notice emerging patterns, write excellent bug reports, and figure out how to describe that really complicated thing in really simple steps so that they can get back to printing happily.
Here's what you'll be doing
Learning! You’re going to learn our hardware, software, firmware, materials and designs inside and out.
Communicating elegantly. You’ll respond to our customer’s complex questions about Glowforge software, hardware, materials and designs, shipping, account administration and more.
Troubleshooting the tricky questions. Why did a customer’s Glowforge unit make that noise? Is the laser supposed to do that? Why did that thing not work?
Writing. You’ll create both technical troubleshooting documents that are used by the team internally and self service articles that get our customers back on track.
Improving. In between customer interactions, you’ll notice patterns and come up with ideas about what we can do to improve. You’ll help us tune our processes to make things perfect for our customers.
Breathing. You’ll keep a positive disposition and level head even during the worst of times - like late on a holiday when a customer is rightfully upset because something’s broken, and you’re the only one they have to talk to about it.
You need these qualifications
You have a four-year degree in a technical field or equivalent experience.
You have professional experience working closely with a variety of people helping them solve their technical problems.
You are a clear and thoughtful writer who can explain complex topics simply, and you listen like a champion.
You are insatiably curious, and always want to get to the bottom of mysteries, not just get rid of them.
It would be nice if...
- You’re experienced with one or more design tools like Illustrator, Photoshop, Inkscape, or CAD programs.
- You have experience working with 3D printers, CNC mills, laser cutter/engravers, or other fabrication technology
- Your motto is “I can fix that.” You are the person who family and friends go to for answers when their technology isn’t working, and you love it.
- You have worked at a rapidly growing startup.
- You love making things - knitting, woodworking, 3D printing, furniture building - it doesn’t matter what.
Please send us your resume, any writing samples or portfolio, and – more importantly – a cover letter that tells us about your interest here. We’re excited to meet you!
This is a full-time role in Seattle, and we are happy to help new employees relocate to this beautiful city.
One more, very important thing: we are an equal opportunity employer and value diversity at our company. We’re strongly committed to providing equal employment opportunity for all employees and all applicants for employment. For us, this is the only acceptable way to do business.