Customer Support Technical Representative

SprintRay • Los Angeles, CA

13d • $28 - $34 • Hybrid

About The Position

SprintRay is seeking a Customer Support Technical Representative to help dental professionals and partners get the most from our digital dentistry ecosystem. In this customer-facing role, you will diagnose and resolve technical issues across SprintRay software, 3D printing hardware, post-processing equipment, and related workflows while delivering a responsive, high-quality support experience. You will manage customer cases in a call-center environment, use structured troubleshooting and root-cause analysis, and collaborate with cross-functional teams to identify recurring field issues and improve the customer experience. Success in this role requires strong technical judgment, clear communication, disciplined case management, and a collaborative mindset in a fast-moving growth environment. The strongest candidates will bring experience in at least two of the following areas: technical/customer support, 3D printing, and dental workflows.

Requirements

• 2+ years of experience in customer support, technical support, field service, or a similar customer-facing technical role.
• Hands-on experience troubleshooting electromechanical equipment and isolating hardware, software, connectivity, or workflow-related issues.
• Strong working knowledge of networking fundamentals and confidence supporting Windows and macOS environments.
• Fluent English communication skills, both written and verbal.
• Experience managing customer cases in a CRM, ticketing, or support platform.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise.
• Strong attention to detail, organization, follow-through, and time management.
• Ability to work collaboratively in a fast-paced, evolving environment while maintaining a positive and customer-focused approach.

Nice To Haves

• Fluency in French and/or Portuguese.
• Engineering, technical, or related degree or equivalent practical experience.
• Experience with 3D printing, additive manufacturing, or digital fabrication workflows.
• Experience in dentistry, dental labs, dental schools, dental offices, or digital dental workflows.

Responsibilities

• Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services through phone, email, and remote/online support sessions.
• Own customer support cases from intake through resolution by gathering relevant technical information, documenting findings, and following established company policies and procedures.
• Diagnose complex customer issues across hardware, software, networking, appliance design, and workflow using systematic troubleshooting and root-cause analysis.
• Manage an active case pipeline efficiently, balancing urgency, customer impact, and service-level expectations.
• Identify, prioritize, and communicate practical resolution options to customers, including next steps, workarounds, and escalation paths when appropriate.
• Escalate recurring or high-impact customer feedback and field issues to the Technical Manager and cross-functional partners, including R&D, Quality, and Product Development.
• Capture accurate case notes and customer feedback in CRM/support systems to support continuity, trend analysis, and product improvement.
• Contribute to knowledge sharing, troubleshooting documentation, and continuous improvement of support processes and customer-facing guidance.
• Partner effectively with teammates and internal stakeholders to improve issue resolution, customer satisfaction, and overall support quality.
• Participate in occasional travel for training or other company-related events.
• Flexibility to work EST hours.

Benefits

• SprintRay is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed