• Provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. • Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners. • Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages. • Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events. • Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure. • Performs rigorous testing of CAD software to understand software limitations. • Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements. • Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind. • Maintains a 3-hour service level agreement on customer related issues. • Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts. • Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.

• Serve as the first point of contact for system incidents and user issues from internal stakeholders). • Investigate and resolve L1–L2 issues, including configurations, user roles, data validations, and workflow problems. • Log and track incidents in Jira and Service Desk; escalating to Product Owners as needed. • Document fixes, system behaviors, and known issues in Confluence knowledge base. • Work closely with the QA team to reproduce bugs and prepare cases for escalation. • Provide feedback to Product Owners on recurring issues or potential enhancements. • Support new system releases and updates. • Train internal users (customer support, backoffice, sales) on system features and updates.

• Act as the primary technical point of contact for customers, handling inquiries with professionalism and ownership. • Deliver best-in-class technical support and troubleshooting, resolving issues quickly and effectively within agreed SLA’s. • Collaborate closely with Professional Services to plan and execute field upgrades or patches when needed. • Engage with Product R&D teams for in-depth technical analysis and long-term solutions. • Create and maintain clear, high-quality knowledge base articles for both internal and external audiences. • Share your expertise by conducting informal training sessions and capturing lessons learned across teams. • Stay up to date with industry trends, emerging technologies, and best practices. • Actively contribute to the continuous improvement of our products, services, and internal processes.

Company Description SmartRecruiters powers Superhuman Hiring™ by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality. SmartRecruiters' platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa. Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers. We are a values-driven, globally focused tech employer with strong financial backing. By solving the biggest problems, we focus our efforts on what matters most, driving real impact for our organization and customers. For the past three years, we’ve been recognized as a strategic leader in recruitment technology by Fosway Industry Analysts. In 2023 and 2024, we received prestigious awards from Comparably for being a top company for Women, Perks, and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, Culture, and Company Outlook. At our core, we commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together - because together, we will win. With competitive salaries, generous equity, and strong internal mobility, we ensure that high performers have meaningful growth opportunities. Our remote-friendly culture is welcoming, respectful, and built to empower every team member to thrive. Job Description Job Description We are looking for a Technical Support Engineer to join a high-growth team on a mission to drive success, growth, and excellence for companies that have turned to the new way of hiring. In this role, you will be instrumental in driving the overall success of SmartRecruiters talent acquisition SaaS platform and ensure more people continue to be wowed and fall in love with our brand and hiring success methodology. You will: - Interact every day with SmartRecruiters customers to answer questions, resolve issues, educate, and help them succeed. - Educate and advise customers and support the team on standards, tips, and solutions on using SmartRecruiters. - Drive high levels of customer satisfaction. - Identify, test, call out and fix technical issues. - Collaborate closely with all parts of the organization like product management, engineering, and professional services teams to contribute and execute our strategy to make customers successful. - Be ready to get involved in various projects in the support and engineering domain. - Be an ambassador for SmartRecruiters and its culture. Qualifications Qualifications - BA/BS or equivalent in Computer Science, Technology and/or related fields, or 4+ years of relevant work experience in a SaaS environment - Strong knowledge of web-browser based technologies - Fluency in English is a must, the ability to speak additional languages is a plus - Experience with Web SSO (SAML 2.0) - Experience with system networking, TCP/IP and DNS - Experience with data feeds (IDF/ODF), FTP, APIs, REST and data manipulation via excel or other tools - Experience with programming languages, SQL and NoSQL databases, HTML/content development - Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools - Demonstrated expertise in AI-driven systems (LLMs, machine learning, automation tools) - Ability to interact and communicate professionally and confidently with a diverse customer base. - Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations - A passion for technology and a drive to change the world - Positive, energetic, with a can-do attitude Culturally, the ideal hire is - Is passionate about SmartRecruiters’ mission of connecting people to jobs at scale - Is eager to provide best in class customer experience - Is motivated by a fast-paced, high growth environment - Enjoys working with and being part of a dynamic team - Curious and willing to develop Additional Information SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.