Carbon, Inc.
SeniorCarbonTechnicalPartner(Temp)
“Senior Carbon Technical Partner (Temp) at Carbon, Inc.. Skills: technical problem-solvers, advocates for the customer, customer support, technical liaison, customer success. Serve as the lead point of contact for any support matters specific to your cases, including training end users and resolving technical issues. Take full ownership of customer support requests from start to finish, including troubleshooting, root cause analysis, resolution, or escalation as needed”
What You'll Achieve.
ensuring customers not only love our products but also succeed with them; resolving critical issues; ensuring customers have a positive experience with Carbon; driving the successful adoption and utilization of Carbon’s innovative products; ensuring customers achieve repeatable, high-quality results using DLS; Consistently deliver superior customer experiences by exceeding expectations on response quality, timeliness, and technical accuracy; timely and effective delivery of solutions; positively impact the customer experience and Carbon's internal processes; impact print quality and production success
Industry & Context.
technical problem-solvers; Advanced critical thinking and analytical abilities in evaluating complex problems from multiple perspectives, prioritizing effectively, and determining the most efficient resolution path; Proactive problem-solver with demonstrated success in taking initiative to resolve challenging issues, particularly in dynamic or ambiguous situations, without relying on predefined solutions; Diagnose and resolve high-severity requests or escalated issues by applying advanced technical knowledge and critical thinking, even when faced with incomplete or ambiguous information; Troubleshoot the “Total Solution” - diagnose how hardware, software, materials, and customer education interact to impact print quality and production success
anticipate up to 15% travel
What They're Looking For.
Must Have
Advanced critical thinking and analytical abilities, Proactive problem-solver, Customer-facing experience, Proven ability to prioritize and manage multiple projects, Works effectively on a team, Technical background with experience in engineering, chemistry, material science, or field service, High-Stakes the ability to maintain composure and command during “printer down” emergencies
Nice to Have
BS degree in engineering, material science, or related technical, around 5 years of relevant experience in technical service, product support, or customer success role, Experience with DLP, SLA or FDM 3D printing technologies, particularly in a dental lab or industrial manufacturing environment, Prior experience working in a dynamic, small-company environment with evolving processes and demonstrated adaptability to ambiguity, a flexible approach to shifting demands, and a commitment to achieving customer success, Proficient with ticketing systems such as Salesforce and Jira, Experience leading and facilitating technical training sessions or presentations, both in-person and virtually, to guide customers or peers through complex troubleshooting steps, Spanish skills a plus
What You'll Do.
Serve as the lead point of contact for any support matters specific to your cases
including training end users and resolving technical issues
Take full ownership of customer support requests from start to finish
including troubleshooting
or escalation as needed
Diagnose and resolve high-severity requests or escalated issues by applying advanced technical knowledge and critical thinking
even when faced with incomplete or ambiguous information
Consistently deliver superior customer experiences by exceeding expectations on response quality
and technical accuracy
Act as a key technical liaison between customers and cross-functional teams
ensuring complex issues are analyzed and addressed for the timely and effective delivery of solutions
Translate technical concepts and support updates into clear
actionable communication for both technical and non-technical stakeholders
Create and update knowledge base documentation
Mentor and teach new team members
Work on strategic projects that positively impact the customer experience and Carbon's internal processes
Troubleshoot the “Total Solution” - diagnose how hardware
and customer education interact to impact print quality and production success
Lead customer trainings either on-site (anticipate up to 15% travel) or remotely
How You'll Work.
Team & Collaboration
Works effectively on a team by communicating openly, collaborating to achieve shared goals, and adapting to new challenges to ensure customer success; Act as a key technical liaison between customers and cross-functional teams
Communication Scope
Translate technical concepts and support updates into clear, actionable communication for both technical and non-technical stakeholders; communicating openly
Process & Methodology
Proven ability to prioritize and manage multiple projects at a time while paying strict attention to detail
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