Jewelry Technical Support Specialist III

Technical Support Specialist III– Jewelry Equipment/Manufacturing Process

This role serves as an escalation point for complex technical inquiries and provides advanced troubleshooting, diagnostics, and deep manufacturing expertise across jewelry production processes. The Specialist partners closely with customers, Sales, Merchants, and internal teams to ensure confident equipment usage, strong adoption, and successful business outcomes.

We are seeking an experienced Technical Sales Support Specialist III to join our Customer Support team, supporting Rio Pro+, manufacturers and professional customers who want advice on products and processes and invest in capital equipment.

• Serve as a technical escalation resource for jewelry‑making tools and capital equipment.
• Diagnose and resolve complex issues related to casting, soldering, stone setting, polishing, finishing, laser welding, and production workflows.
• Apply deep manufacturing knowledge to provide accurate process and product recommendations.
• Identify root causes and recommend preventative solutions to reduce repeat issues.
• Document case insights to support knowledge base development and quality tracking.
• Guide customers in selecting appropriate tools and capital equipment based on shop size, production goals, skill level, and growth plans.
• Provide consultative support for shop setups and business expansions.
• Support sales sprints with real‑time technical expertise to help drive confident purchasing decisions.
• Partner with Sales to ensure equipment recommendations align with customer production needs.

• Conduct live virtual and in‑person training sessions for Rio Pro, Rio Pro+ and Wholesale customers.
• Lead equipment setup walkthroughs and workflow optimization sessions.
• Guide customers through best practices to maximize equipment efficiency and ROI.
• Adapt teaching style to varied skill levels, from intermediate to advanced professionals.

• Provide technical support via email and phone platforms.
• Support both scheduled consultations and on‑demand calls with Rio Pro+ clients.
• Manage case follow‑ups to ensure resolution and customer satisfaction.

• Train internal sales agents and support teams on new and existing equipment and processes.
• Act as an internal consultant to improve technical communication and solution accuracy.
• Share customer insights and recurring trends with cross‑functional partners.
• Assist Merchants and Product teams with testing, technical analysis, and usability feedback.

• Support trade shows and external events by preparing, testing, and demonstrating equipment.
• Help ensure all tools and machines are operational and show‑ready.
• Represent technical expertise in sales‑support environments.

• Contribute to the creation of training materials and tutorial videos.
• Support development of setup, maintenance, and best‑practice content for customers and internal teams.

• 5–10 years of experience as a bench jeweler.
• 5+ years in jewelry technical support or technical manufacturing role, with customer‑facing responsibilities.
• Strong manufacturing knowledge across jewelry production processes.
• Experience with retail customers or with back‑of‑the‑house bench experience.
• Demonstrated experience guiding customers in equipment purchasing decisions.
• Advanced hands‑on experience in:
  • Casting
  • Soldering
  • Stone setting
  • Polishing
  • Metal finishing
  • Plating
  • Lapidary
  • Experience with jewelry‑making processes and tools as well as capital machinery such as casting equipment, polishing systems, 3D printing, and/or laser welding.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and consultative problem‑solving abilities.
• Ability to explain technical processes to customers and internal associates with varying knowledge levels.

• Experience using CAD software for jewelry design.
• Certification from a recognized jewelry technical or gemology program.
• Experience supporting capital equipment customers in a B2B environment.
• Office‑bas…