Hardware Support Engineer

This is a hardware support role focused on WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine troubleshooting.

About the role

WAZER is the creator of the world’s first desktop waterjet cutter. We’ve brought industrial-grade precision to the workshops of designers, engineers, and makers everywhere. As we continue to grow, we are looking for a Hardware Support Engineer who is passionate about solving complex mechanical puzzles and facilitating excellent user experience. We are looking for energetic, adaptable, and clever team members who can think on their feet to solve problems as they arise, as well as work to continuously improve our systems and processes.

As a Tier 2 Hardware Support Engineer, you are the bridge between our users and our engineering team. You will handle challenging technical escalations involving component failure, cut quality concerns, and monitor recurrence of issues to determine which should be escalated to the Product Development team. Beyond helping users fix their machines, you will be a systems architect for our support department, identifying bottlenecks and implementing the tools and workflows necessary to make our support system run as efficiently as our waterjets.

Responsibilities

• Diagnose and troubleshoot hardware, software, and firmware issues remotely via email, phone calls, and video calls to guide users through mechanical repairs
• Act as the primary escalation point for complex technical issues that Tier 1 cannot resolve
• Act as the first level of support for our Reseller Network
• De-escalate sensitive situations with users
• Document user problems and the actions taken to solve them, and update troubleshooting procedures accordingly
• Work with Product Development engineers to develop short-term and long-term solutions
• Develop proactive web support content to help users solve common issues you’ve seen repeatedly
• Manage and optimize our support systems to improve quality of support and response times
• Maintain an inventory of replacement parts in our warehouse
• Warehouse duties related to machines coming in for testing
• Aid in the refurbishment of machines
• Oversee the machine replacement process
• Maintain inventory of relevant parts

Requirements

• 3+ years in a customer-facing technical support or field service role, ideally dealing with complex hardware (CNC, 3D printers, robotics, or industrial machinery)
• Comfortable communicating with non-technical users to explain complex technical troubleshooting and repair
• Technically proficient verbal and written communication skills – an ability to translate "Engineering-speak" into clear instructions for a user
• Proficiency in mechanical assembly, electronics troubleshooting (multimeters, wiring diagrams), and software/firmware root cause analysis
• You don't just fix the problem; you want to know why it happened and how to prevent it going forward
• Well-organized and willing to work independently with a strong sense of personal organization
• Familiarity with 2D CAD – can open and manipulate an existing sketch
• Ability to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person
• Ability to commute to Yonkers, NY
• Don’t mind getting your hands dirty

Nice to have

• Digital content creation
• Experience maintaining inventory in a warehouse setting
• Have worked with CRM systems (Zendesk, Salesforce, etc.)
• You are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative
• Degree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.
• Highly functional at 2D CAD
• Trade or technical background
• Passion about WAZER’s mission of bringing affordable digital cutting solutions to makers, small businesses, artisans, and schools

Benefits

• 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

Pay

Base pay range $50,000.00/yr - $60,000.00/yr

Schedule

Full-time