Customer Support Technical Representative

As a Technical Support Engineer at SprintRay in Hyderabad, your primary responsibility will be to offer technical assistance and troubleshooting support for our 3D printing solutions. You will engage with customers, diagnose hardware/software/network issues, and handle support cases to ensure exceptional customer service. Your duties and responsibilities will include providing technical support through various channels like phone, email, and online sessions for 3D printers, software, and post-processing equipment. You will be expected to identify and resolve hardware, software, and networking issues by employing root cause analysis techniques. Additionally, you will need to monitor and manage customer cases in CRM platforms and escalate complex issues to internal teams such as R&D, Quality, and Product Development. Moreover, conducting customer training sessions on product usage and troubleshooting will be part of your role. To excel in this position, you should possess technical troubleshooting expertise, effective communication skills, and a background in IT hardware/software support. A Bachelor's degree in Engineering (IT, Computer Science, Electronics, or a related technical field) is required, along with a minimum of 2 years of experience in technical/customer support for IT hardware, software, or networking. Key qualifications for this role include proficiency in Windows, macOS, and networking troubleshooting, experience in support case management, remote troubleshooting, and familiarity with CRM platforms. Fluency in English, both verbal and written, is essential, as you will be expected to convey technical solutions to non-technical users clearly. Preferred qualifications include prior experience in 3D printing, additive manufacturing, or electromechanical equipment support, as well as knowledge of cloud-based troubleshooting, SaaS-based support tools, and LAN/WAN. Experience in the dental industry, particularly with dental labs, clinics, CAD/CAM workflows, is advantageous. Previous exposure to an International Customer Support Environment is also beneficial for this role. SprintRay is an equal opportunity employer that values diversity and inclusivity. The work location for this position is onsite in Hyderabad, with working hours from 10 pm to 6 am IST. At SprintRay, you will be part of a collaborative environment that encourages innovation and problem-solving. If you are a dedicated individual who enjoys tackling challenging problems and wants to contribute to the evolution of 3D printing, consider joining our team. Together, we can drive the future of manufacturing and empower professionals worldwide. Please note that SprintRay does not accept unsolicited resumes from recruitment agencies.,