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Job Description & How to Apply Below
Role Description You'll handle every technical query that comes in, from customers and our own sales team. Most customers are remote, so you'll usually be working from a photo, a description, and a slicer profile. Your job is to work out what actually went wrong, whether it's the material, the printer, or the settings, and get them printing again.
What you'll do
Own all inbound technical queries across email, Whats App, chat, Amazon messages, and social channels. Respond within agreed SLAs with clear, complete answers.
Ask the right questions, request the right photos and slicer profiles, and separate material problems from printer, slicer, and environment problems.
Give customers step-by-step fixes, recommended print settings, and profile adjustments for their specific printer and slicer. Follow up until the print is working.
Build and maintain the knowledge base: per-material print guides, slicer profiles for popular printers, troubleshooting trees, and FAQ pages. Keep product page print settings accurate.
Track issue categories, volumes, and resolution times. Report monthly on the top recurring problems and what we are doing about them.
Train the sales team on common technical questions so simple queries get answered at first contact. Support resellers with onboarding and technical material.
Qualifications
In-depth, hands-on FDM 3D printing knowledge. You can explain the relationship between temperature, speed, retraction, cooling, flow, and layer adhesion without looking it up.
Working familiarity with the printers customers actually use:
Bambu Lab, Creality, Prusa, Voron and other CoreXY builds, and Elegoo, including direct drive vs. Bowden and hardened vs. brass nozzles.
Fluency in at least two of Bambu Studio, Orca Slicer, Prusa Slicer, and Cura, including building and tuning filament profiles.
Practical experience with PLA, PETG, and at least one filled or specialty material (CF, silk, matte, high-speed). You understand moisture, drying, and storage as a support issue.
Ability to diagnose from photos and descriptions alone, since most customers are remote.
Excellent written English. Clear, patient, specific, and friendly, including when the customer is frustrated or wrong.
A diploma or degree in engineering, materials science, electronics, or a related technical field is preferred.
Ability to work on-site in Surat, collaborate with cross-functional teams, and manage multiple support cases in a fast-paced environment.
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