Customer Support Technical Representative

You will manage customer cases in a call-center environment, use structured troubleshooting and root-cause analysis, and collaborate with cross-functional teams to identify recurring field issues and improve the customer experience. Success in this role requires strong technical judgment, clear communication, disciplined case management, and a collaborative mindset in a fast-moving growth environment.

The strongest candidates will bring experience in at least two of the following areas: technical/customer support, 3D printing, and dental workflows.

Key Responsibilities

* Provide timely, professional technical support for SprintRay software, 3D printers, post-processing equipment, and design services through phone, email, and remote/online support sessions.

* Own customer support cases from intake through resolution by gathering relevant technical information, documenting findings, and following established company policies and procedures.

* Diagnose complex customer issues across hardware, software, networking, appliance design, and workflow using systematic troubleshooting and root-cause analysis.

* Manage an active case pipeline efficiently, balancing urgency, customer impact, and service-level expectations.

* Identify, prioritize, and communicate practical resolution options to customers, including next steps, workarounds, and escalation paths when appropriate.

* Escalate recurring or high-impact customer feedback and field issues to the Technical Manager and cross-functional partners, including R&D, Quality, and Product Development.

* Capture accurate case notes and customer feedback in CRM/support systems to support continuity, trend analysis, and product improvement.

* Contribute to knowledge sharing, troubleshooting documentation, and continuous improvement of support processes and customer-facing guidance.

* Partner effectively with teammates and internal stakeholders to improve issue resolution, customer satisfaction, and overall support quality.

* Participate in occasional travel for training or other company-related events.

* Flexibility to work EST hours.

Required Qualifications

* 2+ years of experience in customer support, technical support, field service, or a similar customer-facing technical role.

* Hands-on experience troubleshooting electromechanical equipment and isolating hardware, software, connectivity, or workflow-related issues.

* Strong working knowledge of networking fundamentals and confidence supporting Windows and macOS environments.

* Experience managing customer cases in a CRM, ticketing, or support platform.

* Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to customers with different levels of technical expertise.

* Strong attention to detail, organization, follow-through, and time management.

* Ability to work collaboratively in a fast-paced, evolving environment while maintaining a positive and customer-focused approach.

Preferred Qualifications

* Engineering, technical, or related degree or equivalent practical experience.

* Experience with 3D printing, additive manufacturing, or digital fabrication workflows.

* Experience in dentistry, dental labs, dental schools, dental offices, or digital dental workflows.

Employment Type

Hybrid and Remote (Los Angeles)

About SprintRay

SprintRay is rewriting the rules of dentistry with technology that’s smart, fast, and designed to make life easier for dental professionals. Since 2014, we’ve been on a mission to deliver the most advanced 3D printing solutions in the industry—combining hardware, software, and materials into one seamless ecosystem.

But what really makes SprintRay different is our people. We’re a bold, global team of innovators, problem-solvers, and doers who thrive on pushing boundaries and challenging the status quo. Every product we create is driven by a simple goal: help dentists spend less time on repetitive tasks and more time changing patients’ lives.

Our culture is entrepreneurial, collaborative, and fueled by curiosity. We celebrate diverse perspectives and believe the best ideas can come from anywhere. Whether we’re building next-generation AI tools, designing new materials, or supporting our customers on the front lines, we’re united by the same passion—transforming digital dentistry and having fun while we do it.

At SprintRay, the future of dentistry is being printed today. Want to be part of it?

Equal Opportunity Employer

SprintRay is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

To All Recruitment Agencies:

Without a written agreement signed by an officer of SprintRay: a) SprintRay does not accept resumes from recruiting agencies, headhunters, or any other party expecting payment in the event SprintRay speaks with or hires a candidate from such submitted resume; b) SprintRay is not responsible for any fees related to unsolicited resumes or related Terms of Service, and c) Unsolicited resumes received will be considered the property of SprintRay and will be processed accordingly.

Accessibility

If you need a reasonable accommodation during the application or interview process, please contact us at [email removed].