Technical Support Engineer

Technical Support Engineer

We are seeking a highly skilled and customer-focused Technical Support Engineer to join our SLA/SLS Production Printer division. In this role, you will provide advanced technical support for our additive manufacturing systems, with a focus on Stereolithography (SLA) and Selective Laser Sintering (SLS) technologies. You will be responsible for troubleshooting hardware and software issues, guiding customers through complex problem resolution, and working closely with engineering and field service teams to ensure optimal system performance. This position is ideal for a technically proficient, solution-oriented professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer support.

What's in it for You:

• Competitive Compensation Package
• Paid Leave (US ONLY): Enjoy time away from work with Company paid holidays and a flexible working schedule through our paid time off (PTO) policy.
• 401(k): Prepare for a secure retirement with our 401k plan, which includes an employer matching contribution.
• Comprehensive Health & Wellness Plans: We offer a comprehensive benefit package that includes medical, dental and vision coverage, company-paid short-term and long-term disability insurance, as well as company-paid basic life insurance that supports you during your career with us.
• Global Team: With our state-of-the-art corporate headquarters in Rock Hill, South Carolina, and 13 office locations worldwide, you can experience a workplace comprised of talented individuals who are passionate about serving our customers and each other.
• Innovative Culture: Innovation is at the heart of what we do! Since our founding in 1986 by Chuck Hull, the inventor of 3D printing, we have continuously pushed the boundaries of what is possible with additive manufacturing. When you join 3D, you will have the opportunity to work with cutting edge technology in an innovative and collaborative culture!
• Talent Development: At 3D Systems, we invest in talent programs to support employees with opportunities to grow, contribute, develop, and thrive in their careers.
• Connection & Engagement Opportunities: We strive to cultivate an environment where our diverse global workforce can connect and thrive. Our Employee Resource Group program, Employee Recognition program, and 3D Gives Back program, are just a few examples of how you will be empowered to build connections, celebrate wins, and make a meaningful impact.

What You'll Do:

• Provide advanced remote and on-site technical support for SLA and SLS production printer systems, including mechanical, electrical, and software troubleshooting.
• Diagnose and resolve customer-reported issues efficiently and accurately, ensuring minimal downtime.
• Document and track support cases using internal CRM/ticketing systems and maintain clear communication with customers throughout the resolution process.
• Collaborate closely with R&D, Engineering, Field Service, and Product Management teams to escalate complex issues and relay customer feedback for product improvements.
• Support printer installations, calibrations, preventive maintenance, and system upgrades as needed.
• Develop and maintain technical documentation, including service bulletins, troubleshooting guides, and training materials.
• Assist in training internal teams and external partners on proper service and maintenance procedures.
• Stay current on new product releases, technical updates, and industry trends relevant to SLA and SLS printing technology.
• Participate in continuous improvement initiatives to enhance support processes, tools, and customer satisfaction.
• Perform other duties as assigned.

What You Will Bring:

• AA Technical degree or Military rating such as Naval ET, FC or FT or equivalent relevant experience.
• 3 years of experience in technical support, field service, or related role, ideally within the 3D printing, industrial equipment, or high-tech manufacturing sectors.
• Strong understanding of SLA and/or SLS 3D printing technology, including system operation, maintenance, and troubleshooting.
• Proficient in diagnosing mechanical, electrical, and software-related issues.
• Familiarity with networking, system configuration, and firmware/software installations.
• Excellent verbal and written communication skills; able to clearly explain technical concepts to non-technical users.
• Experience using support ticketing systems and CRM tools (e.g., Salesforce, Zendesk).
• Ability to travel occasionally for onsite support, installations, or training sessions (<10%).
• Self-motivated, adaptable, and customer-service oriented with a strong sense of urgency and problem-solving ability.