Supervisor, Technical Services - Americas

Markforged•Waltham, MA

2d•$88,125 - $117,500

About The Position

As Supervisor, Technical Services (AMER), you will oversee day to day technical support operations with a strong focus on escalation management, partner support, and team leadership. You will ensure customer issues are resolved efficiently by coordinating across teams, maintaining clear processes, and driving accountability. This role plays a key part in delivering a consistent, high quality support experience while ensuring documentation and workflows meet required standards.

Requirements

Bachelor’s degree or equivalent practical / field experience.
4+ years of experience in technical support for capital equipment or multidisciplinary systems, customer success, or a related field, with some team leadership or mentoring experience.
Experience handling escalations and coordinating issue resolution across teams.
Strong organizational and communication skills, with the ability to manage multiple priorities.
Strong proficiency in data analysis, with experience developing and tracking support metrics such as MTTR and case management best practices.
Experience working with CRM or ticketing systems (e.g., Salesforce, Zendesk).
Ability to work effectively with partners and internal stakeholders.

Nice To Haves

Hands-on and troubleshooting Experience in hardware, manufacturing, or a technical environment is a plus.
Willing to travel - 10-25%

Responsibilities

Lead and manage a team of Customer Success Technicians, providing guidance, coaching, and support.
Own escalation management, ensuring critical customer issues are prioritized, tracked, and resolved in a timely manner.
Act as the central point of coordination for complex or blocking issues, facilitating communication between internal teams to maintain progress.
Support regional partners by ensuring they receive timely technical assistance and clear guidance.
Monitor and report on key support metrics, particularly mean time to resolution (MTTR), and drive improvements.
Ensure support processes, case management, and documentation are maintained and compliant with company standards.
Promote consistent use of tools and systems for case tracking, communication, and knowledge sharing.
Identify recurring issues and work with cross-functional teams to improve support workflows and reduce friction.
Contribute to maintaining and improving knowledge base content and internal documentation.