Support Engineer

Support Engineer

3dMD, Atlanta, Georgia, United States (In office – Cumberland/Truist Park area)

Company Description

For more than 25 years, 3dMD has been a leading global provider of dynamic 3D/4D dense-surface camera systems, supporting innovations in healthcare, Computer Vision, Artificial Intelligence (AI), Machine Learning (ML), humanoid robotics, AR/VR, human factors, and wearable technology. 3dMD customer teams use 3dMD to support their mass recruitment data collection initiatives to train AI/ML, image health, and design products and wearable tech. 3dMD’s technology impact is validated by hundreds of peer-reviewed investigative research publications by the 3dMD customer community.

Role Description

This is a full-time, in-person role for a Support Engineer at 3dMD's location in Atlanta, GA. 3dMD is looking for a self-motivated, detail-oriented individual, who is looking for a career development opportunity, to become a team member ensuring that 3dMD’s 3D/4D product portfolio and services continue to be world-class.

Responsibilities and Duties

The Support Engineer will have a host of duties that include supporting 3dMD’s 3D/4D product portfolio with daily interactions across its global customer base. Duties will encompass these key areas: post-sales product support, production, product installation, and customer training.

Post-Sales Product Support

• Use problem-solving skills to investigate and resolve a broad range of issues and questions daily.
• Identify issues and implement resolutions with customers in a timely manner via phone, email, and on-line access.
• Contribute to team success by assisting fellow team members with escalated client issues.
• Use and document all customer interactions proficiently within the Company’s customer relation management system.
• Coordinate with 3dMD customer teams to ensure successful system installations and relocations while maximizing customer system up-time.
• Participate in product planning cycles representing the interests of 3dMD customers.
• Identify and confirm customer workflows and use cases to provide valuable input for 3dMD Development teams in issue resolution and long-term product improvement.
• Remotely connect to customer systems to perform application updates, including installing and upgrading software; implementing file storage strategies; and configuring optimal data workflows.
• Accommodate flexible late day hours to support US West-Coast time zones typically until 6-8pm ET, on an as-needed basis.

Production

• Collaborate with 3dMD team on hardware and software production ranging from component assembly to system and software configuration.
• Provide detailed documentation of customer inventory, configurations, and communications, as well as provide summaries for 3dMD management team.

Product Installation and Customer Training

• Install 3dMD product lines at customer sites within the Americas, Asia, and Australia.
• Provide customers with product training either online or on-site.

Travel.
Travel is required. 10% to 30% as required - related to customer installation and training schedules, which may vary throughout the year.

Qualifications

• Bachelor's Degree (Technical/Engineering field is a plus) or equivalent experience required.
• Experience in a customer-facing technical support, field service, or installation role is a plus.
• Prior experience leading projects or coordinating with cross-functional teams is a plus.

Technical Skills

• Hardware. PC assembly including installing and configuring Microsoft Windows, basic networking.
• Certifications are a plus, such as CompTIA A+, Network+, or similar.
• Ability to interpret and follow assembly instructions/schematics.
• Basic electronics and troubleshooting are a plus.
• Photographic. Experience with (or an interest in) photographic equipment is a plus – cameras, flashes, etc.
• Operating Systems. Microsoft Windows OS (knowledge of Linux is a plus)
• Software. Strong skills using Microsoft Office; experience with photo editing and CAD tools are a plus.
• Familiarity with coding/reading code (e.g., C++, Python, PowerShell) to assist in communicating technical issues to the development team is a plus.

Skills

• Excellent written (a must), oral, interpersonal, and phone skills.
• Excellent analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must work well independently and meet deadlines.
• Very strong customer service orientation.
• Experience with travel outside of the USA is a plus.
• Comfort working across different cultures and time zones, given the role's international customer base.
• Interest in or familiarity with AI/ML concepts and applications is a plus, as 3dMD's systems increasingly support AI/ML data collection and training use cases.

Other Requirements

• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
• Successful background check, verification, and drug test required as a condition of employment.
• Valid passport and ability to travel internationally required.