Technical Support Representative

WAZER re-invents waterjet cutters. Our ground-breaking small-footprint waterjet cutters bring universal cutting with digital precision to every workshop, big or tiny. Creating such a unique product line was no easy feat, but since then we have proven the product and are scaling up!

We are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes. Tired of being just a cog in a larger process? Take ownership of your work and help bring this product to its many eager customers, while having an opportunity for career growth and development.

Please note:
This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation rather than/in addition to experience with IT infrastructure or computer systems.

• You’ll be communicating with customers and solving their issues.
• You’ll provide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.
• You’ll document customer problems and the actions taken to solve them
• You’ll work with product development engineers to develop solutions for short term and long term problems
• You’ll develop proactive web support content to help users solve common issues you’ve seen repeatedly
• You will be integral in building up long term systems and procedures as we grow
• You’ll acquire market feedback from current and future customers through surveys and direct calls

• You must be a quick learner when it comes to mechanics
• You are a patient and thorough problem-solver and not a rash solution finder
• You have strong technical communication skills
• You have strong written communication
• You are a fast typer and very comfortable navigating the MS and Google suites
• You are a systematic and process oriented thinker and not solution minded
• You are comfortable communicating on the phone and via video platforms.
• You have strong social skills and can interact well with a wide variety of customers
• You are comfortable leading feedback sessions with other team members
• You enjoy a good brainstorm session
• You are well-organized and willing to work independently
• Ability to commute to Yonkers, NY Monday through Friday

• You have worked with CRM systems (zendesk, salesforce, etc)
• You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative
• You can break down a system and identify what makes it work the way it does
• Degree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.
• While it would be great to bring on experienced talent for this role, we’ll accept any qualified candidate. If you are passionate about our mission, are good at what you do, and want to learn quickly don’t hesitate to contact us. Be open about what you don’t know and what you excel at, and we’ll do our best to evaluate this with our specific needs!

This is an hourly position at $21-$25/hr, depending on relevant experience for the position. Employee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.

We’ve located ourselves in Yonkers, NY. You’ll be working in an environment that is simultaneously our office, ideation studio, research lab, workshop, and final product assembly center, all under one roof. This allows us to collaborate and learn each other’s area of expertise, providing better solutions to our customers. Our facility becomes a playground in the off hours. You are encouraged to design, make, and work on whatever personal projects you may have at the time.

You may see brewing equipment, race car parts, plants, and art pieces around the office. Who knows what inspiration we use for the next problem we need to solve!