Strategic Account Support Engineer
Department: Global Services
Location: Somerville, MA
To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.
We're seeking an experienced Strategic Account Support Engineer to join our high-performing Customer Service team. In this role, you'll act as the dedicated technical support lead for a portfolio of high-value customers. Your mission is to build lasting relationships, resolve issues efficiently, and ensure maximum customer uptime, satisfaction, and retention.
You’ll partner cross-functionally with Sales, Engineering, Product, and Field Service to deliver proactive support and custom solutions, acting as the go-to technical expert for our strategic accounts.
If you are someone who enjoys structure and organized work, join our team as a Strategic Account Support Engineer.
As a Strategic Account Support Engineer, you will:
- Serve as the primary technical support contact for 20–60 strategic customers.
- Contribute to servicing additional pool of high value customer as a team
- Take full ownership of support cases within your assigned customer cohort.
- Proactively manage and resolve customer issues with a focus on minimizing printer downtime and maximizing throughput.
- Lead internal and external meetings to discuss customer performance, open issues, and service opportunities.
- Coordinate and/or execute on-site visits when needed to deliver white-glove service.
- Collaborate closely with Account Executives and Channel Partners to support customer success and retention.
- Partner with Engineering, Product Integrity, and Service Engineering teams to solve complex or novel issues.
- Contribute to mentorship programs and knowledge sharing by supporting junior agents
- Serve as an internal resource and subject-matter expert for all matters related to your customer cohort.
What you bring:
- STEM degree required
- 3+ years of experience supporting/working on large-scale, capital-intensive equipment (e.g., industrial 3D printers, robotics, CNC machines, medical imaging systems, lab automation tools)
- Ability to manage a high-touch account portfolio with professionalism, technical depth, and urgency
- Strong analytical and troubleshooting skills across hardware, firmware, and software layers
- Proven track record in collaborating with cross-functional technical teams to resolve complex issues
- Exceptional communication skills, including comfort presenting to Sr. engineers, operators, and executives
- Experience leading customer meetings and delivering technical training is highly valued
Our Perks & Benefits:
- Robust equity program to build future wealth through RSUs
- Comprehensive healthcare coverage (Medical, Dental, Vision)
- Low cost fund options in our 401K and access to advisors
- Generous paid Parental Leave (up to 16 weeks)
- Tenure-based paid Sabbatical Leave (up to 6 weeks)
- Flexible Out of Office Plan – Take time when you need it
- Ample on-site parking & pre-tax commuter benefits
- Healthy on-site lunches, snacks, beverages, & treats
- Regular sponsored professional development opportunities
- Many opt-in culture events across our diverse community
- And of course… unlimited 3D prints
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.
To all recruitment agencies: Formlabs does not accept agency resumes. Please do not forward resumes to our jobs alias, Formlabs employees or any other company location. Formlabs is not responsible for any fees related to unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.
