Senior Carbon Technical Partner (Temp)

At Carbon, our mission goes beyond 3D printing. We are enabling creators everywhere to make what the world needs, right now. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours. The Customer Support team tackles some of the most challenging and complex technical problems - spanning from hardware to software to chemistry - ensuring that customers not only love our products but also succeed with them. We are accountable for resolving critical issues, often under high-pressure conditions, and ensuring customers have a positive experience with Carbon. Carbon Technical Partners are technical problem-solvers and advocates for the customer, managing all aspects of customer support while driving the successful adoption and utilization of Carbon’s innovative products. In this role, you will need to carefully listen to customer concerns, rapidly learn new technologies, and respond with expert-level solutions across a broad spectrum of industries and technical disciplines. Successful Carbon Technical Partners excel at balancing competing customer needs, navigating technically demanding scenarios, and delivering an exceptional support experience. Given Carbon’s fast-paced and ever-evolving environment, adaptability and flexibility are essential to thrive and meet the dynamic challenges of the role. The preference for this role is to be onsite with a hybrid schedule (3 office days per week) but potential for up to 15% travel will be required for training on our product and supporting customer needs. We are looking for a curious, technical investigator who enjoys the challenge of deploying new technology and ensuring customers achieve repeatable, high-quality results using DLS. This role begins as a temporary role with the possibility of converting to a regular full time role in the future. Preference for the location of this role is onsite in Sunnyvale, CA; with some flexibility to consider a remote US location for the right candidate. You will… 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 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, timeliness, 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, software, materials, and customer education interact to impact print quality and production success Lead customer trainings either on-site (anticipate up to 15% travel) or remotely You have… 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 a