Customer Support Engineer

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Company Description

For more than 25 years, 3dMD has been a leading global provider of dynamic 3D/4D dense-surface camera systems, supporting innovations in healthcare, Computer Vision, Artificial Intelligence (AI), Machine Learning (ML), humanoid robotics, AR/VR, human factors, and wearable technology. 3dMD customer teams use 3dMD to support their mass recruitment data collection initiatives to train AI/ML, imaging health, and design products and wearable tech.

3dMD’s technology impact is validated by hundreds of peer-reviewed investigative research publications.

Role Description

This is a full-time, in-person role for a Support Engineer at 3dMD's location in Atlanta, GA. 3dMD is looking for a self-motivated, detail-oriented individual, who is looking for a career development opportunity, to become a team member ensuring that 3dMD’s 3D/4D product portfolio and services continue to be world-class.

Responsibilities and Duties

The Support Engineer will have a host of duties that include supporting 3dMD’s 3D/4D product portfolio with daily interactions across its global customer base. Duties will encompass these key areas: post-sales product support, production, product installation, and customer training.

• Use problem-solving skills to investigate and resolve a broad range of issues and questions daily.
• Identify issues and implement resolutions with customers in a timely manner via phone, email, and on-line access.
• Contribute to team success by assisting fellow team members with escalated client issues.
• Use and document all customer interactions proficiently within the Company’s customer relation management system.
• Coordinate with 3dMD customer teams to ensure successful system installations and relocations while maximizing customer system up-time.
• Participate in product planning cycles representing the interests of 3dMD customers.
• Identify and confirm customer workflows and use cases to provide valuable input for 3dMD Development teams in issue resolution and long‑term product improvement.
• Remotely connect to customer systems to perform application updates, including installing and upgrading software; implementing file storage strategies; and configuring optimal data workflows.
• Accommodate flexible late day hours to support US West‑Coast time zones.

Production

• Collaborate with 3dMD team on hardware and software production ranging from assembly to configuration.
• Provide detailed documentation of customer inventory, configurations, and communications, as well as provide summaries for 3dMD management team.

Product Installation and Customer Training

• Install 3dMD product lines at customer sites within the Americas, Asia, and Australia.
• Provide customers with product training either online or on‑site.

Travel. Travel is required. 10% to 30% as required.

Qualifications

• Bachelor's Degree (Technical/Engineering field is a plus) or equivalent experience required.
• Experience including team or project management is a plus.

Technical Skills

• Hardware. PC assembly including installing and configuring Microsoft Windows, basic networking, basic electronics and troubleshooting (Certifications are a plus).
• Ability to interpret and follow assembly instructions/schematics.
• Photographic. Experience with (or an interest in) photographic equipment is a plus – cameras, flashes, etc.
• Operating Systems. Microsoft Windows OS (knowledge of Linux is a plus)
• Software. Strong skills using Microsoft Office; experience with photo editing and CAD tools are a plus.
• Other. Experience with coding/scripting is a plus.

Skills

• Excellent written (a must), oral, interpersonal, and phone skills
• Excellent analytical and problem‑solving abilities
• Ability to effectively prioritize and execute tasks in a high‑pressure environment
• Must work well independently and meet deadlines
• Very strong customer service orientation
• Experience with travel outside of the USA is a plus

Other Requirements

• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
• Successful background check, verification, and drug test

• Entry level

• Full-time

• Customer Service and Production

• Software Development and Technology, Information and Media

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