Markforged
manufacturing
Supervisor,TechnicalServicesAmericas
“Supervisor, Technical Services - Americas at Markforged. Skills: technical support operations, escalation management, partner support, team leadership. oversee day to day technical support operations. ensure customer issues are resolved efficiently by coordinating across teams”
What You'll Achieve.
ensure customer issues are resolved efficiently; driving accountability; delivering a consistent, high quality support experience; prioritized, tracked, and resolved in a timely manner; drive improvements; reduce friction
Industry & Context.
issue resolution; troubleshooting
Willing to travel - 10-25%
What They're Looking For.
Must Have
4+ years of experience in technical support for capital equipment or multidisciplinary systems, customer success, or a related field, some team leadership or mentoring experience, Experience handling escalations and coordinating issue resolution across teams, organizational and communication skills, ability to manage multiple priorities, proficiency in data analysis, experience developing and tracking support metrics such as MTTR and case management best practices, Experience working with CRM or ticketing systems (e. g. , Salesforce, Zendesk), Ability to work effectively with partners and internal stakeholders
Nice to Have
Hands-on and troubleshooting Experience in hardware, manufacturing, or a technical environment is a plus
What You'll Do.
oversee day to day technical support operations
ensure customer issues are resolved efficiently by coordinating across teams
maintaining clear processes
driving accountability
delivering a consistent
high quality support experience
ensuring documentation and workflows meet required standards
Lead and manage a team of Customer Success Technicians
Own escalation management
ensuring critical customer issues are prioritized
and resolved in a timely manner
Act as the central point of coordination for complex or blocking issues
facilitating communication between internal teams to maintain progress
Support regional partners by ensuring they receive timely technical assistance and clear guidance
Monitor and report on key support metrics
particularly mean time to resolution (MTTR)
and drive improvements
Ensure support processes
and documentation are maintained and compliant with company standards
Promote consistent use of tools and systems for case tracking
and knowledge sharing
Identify recurring issues and work with cross-functional teams to improve support workflows and reduce friction
Contribute to maintaining and improving knowledge base content and internal documentation
How You'll Work.
Team & Collaboration
coordinating across teams; facilitating communication between internal teams; work with cross-functional teams
Communication Scope
communication skills
Process & Methodology
manage multiple priorities
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