{"schemaVersion":"jobsearcher.job.v1","id":"15e99baf9ca079297e485212","url":"https://jobsearcher.com/jobs/15e99baf9ca079297e485212","canonicalUrl":"https://jobsearcher.com/jobs/15e99baf9ca079297e485212","title":"Technical Support Representative","description":"Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation.\r\nWhy We Need You\r\nWAZER is the creator of the world's first desktop waterjet cutter. We've brought industrial-grade precision to the workshops of designers, engineers, and makers everywhere. We are looking for a Technical Support Representative who is curious, mechanically inclined, and eager to help our customers turn their designs into usable parts.\r\nWe are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes.\r\nYour Daily Role\r\nAs a Tier 1 Technical Support Representative, you are the face and voice of WAZER. You are the first line of defense, helping our community of makers, educators, and engineers set up their machines and troubleshoot initial challenges.\r\nThis role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to grow your knowledge of the WAZER by maintaining test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues.\r\nTechnical Support Daily Role\r\nTroubleshoot common issues related to cutting quality, machine setup, and component failure\r\nProvide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.\r\nGuide customers through our online library of resources to empower them to solve problems independently.\r\nDocument customer interactions in our support system to ensure a seamless hand-off if an issue needs to be escalated.\r\nProcess replacement part orders and coordinate with the operations team to ensure customers get what they need to keep cutting.\r\nWork with Product Development engineers to develop short-term and long-term solutions\r\nIdentify gaps in our customer-facing documentation and suggest improvements to the team.\r\nDeescalate sensitive situations with customers.\r\nMaintain an inventory of parts and machines in the warehouse.\r\nWAZER Test Program Daily Role\r\nMaintain test rigs in operation and proactively improve test setups\r\nCollect and record data in a thorough and organized manner\r\nWork with Product Engineers to understand failures that arise\r\nMaintain an organized work and file space\r\nAd-Hoc Responsibilities\r\nAid the Warehouse department to prepare machines for processing\r\nAid in the refurbishment of machines\r\nPackaging replacement machines for customers as needed\r\nMaintain inventory of relevant parts\r\nMust Have Qualifications\r\n1+ years in a customer-facing role (Support, Retail, or Service), with hardware or technical products is a major plus.\r\nMust have experience regularly repairing and maintaining electromechanical systems\r\nMust be a quick learner when it comes to mechanics\r\nA systematic and process oriented thinker and not solution minded\r\nStrong technical and written communication skills\r\nFast typer and very comfortable navigating the MS and Google suites\r\nComfortable leading feedback sessions with other team members and enjoy a good brainstorm session\r\nWell-organized and willing to work independently and a strong sense of personal organization\r\nFamiliarity with 2D CAD – can open and manipulate an existing sketch\r\nComfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3D printer, or CNC mill.\r\nAbility to commute to Yonkers, NY\r\nAbility to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person\r\nDon't mind getting your hands dirty\r\nNice to Have Qualifications\r\nHave worked with CRM systems (Zendesk, Salesforce, etc.)\r\nYou are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative\r\nCan break down a system and identify what makes it work the way it does\r\nDegree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.\r\nHighly functional at 2D CAD\r\nTrade or technical background\r\nWebsite editing skills (Squarespace blog pages)\r\nPassion about WAZER's mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.\r\nCompensation\r\nEmployee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.\r\nJ-18808-Ljbffr","company":"Common A Users Group","rawCompany":"common a users group","city":"Yonkers","state":"NY","isRemote":false,"isActive":false,"createdAt":"2026-07-04T01:49:23.774Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"17-3029.00","title":"Engineering Technologists and Technicians, Except Drafters, All Other","slug":"engineering-technologists-and-technicians-except-drafters-all-other"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"333248","title":"All Other Industrial Machinery Manufacturing","slug":"all-other-industrial-machinery-manufacturing"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Representative","description":"Please note: This is not an IT or Software Support role. This position focuses on hardware support for WAZER waterjet machines. Candidates should have experience with mechanical systems, hardware maintenance, or machine operation.\r\nWhy We Need You\r\nWAZER is the creator of the world's first desktop waterjet cutter. We've brought industrial-grade precision to the workshops of designers, engineers, and makers everywhere. We are looking for a Technical Support Representative who is curious, mechanically inclined, and eager to help our customers turn their designs into usable parts.\r\nWe are looking for energetic, adaptable and clever team members that can think on their feet to solve problems that pop up as well as work to continuously improve our systems and processes.\r\nYour Daily Role\r\nAs a Tier 1 Technical Support Representative, you are the face and voice of WAZER. You are the first line of defense, helping our community of makers, educators, and engineers set up their machines and troubleshoot initial challenges.\r\nThis role is split between two main focuses: first is to provide Technical Support to WAZER Users, while the second is to grow your knowledge of the WAZER by maintaining test setups in the WAZER testing program. The majority of your day will be interacting with customers to help troubleshoot and resolve issues.\r\nTechnical Support Daily Role\r\nTroubleshoot common issues related to cutting quality, machine setup, and component failure\r\nProvide email, telephone and video technical support for customers in aspects such as hardware, software and workflow.\r\nGuide customers through our online library of resources to empower them to solve problems independently.\r\nDocument customer interactions in our support system to ensure a seamless hand-off if an issue needs to be escalated.\r\nProcess replacement part orders and coordinate with the operations team to ensure customers get what they need to keep cutting.\r\nWork with Product Development engineers to develop short-term and long-term solutions\r\nIdentify gaps in our customer-facing documentation and suggest improvements to the team.\r\nDeescalate sensitive situations with customers.\r\nMaintain an inventory of parts and machines in the warehouse.\r\nWAZER Test Program Daily Role\r\nMaintain test rigs in operation and proactively improve test setups\r\nCollect and record data in a thorough and organized manner\r\nWork with Product Engineers to understand failures that arise\r\nMaintain an organized work and file space\r\nAd-Hoc Responsibilities\r\nAid the Warehouse department to prepare machines for processing\r\nAid in the refurbishment of machines\r\nPackaging replacement machines for customers as needed\r\nMaintain inventory of relevant parts\r\nMust Have Qualifications\r\n1+ years in a customer-facing role (Support, Retail, or Service), with hardware or technical products is a major plus.\r\nMust have experience regularly repairing and maintaining electromechanical systems\r\nMust be a quick learner when it comes to mechanics\r\nA systematic and process oriented thinker and not solution minded\r\nStrong technical and written communication skills\r\nFast typer and very comfortable navigating the MS and Google suites\r\nComfortable leading feedback sessions with other team members and enjoy a good brainstorm session\r\nWell-organized and willing to work independently and a strong sense of personal organization\r\nFamiliarity with 2D CAD – can open and manipulate an existing sketch\r\nComfortable with at least one digital manufacturing tool: laser cutter, plasma cutter, 3D printer, or CNC mill.\r\nAbility to commute to Yonkers, NY\r\nAbility to lift heavy (~60lbs) objects alone and team lift heavy (~120lbs) objects with another person\r\nDon't mind getting your hands dirty\r\nNice to Have Qualifications\r\nHave worked with CRM systems (Zendesk, Salesforce, etc.)\r\nYou are a maker, a hacker, a craftsperson, tinkerer, or generally curious and creative\r\nCan break down a system and identify what makes it work the way it does\r\nDegree/Experience in a technical area, for example architecture, engineering, industrial design, science, and metalworking, etc.\r\nHighly functional at 2D CAD\r\nTrade or technical background\r\nWebsite editing skills (Squarespace blog pages)\r\nPassion about WAZER's mission of bringing affordable digital cutting solutions to makers, small business, artisans, and schools.\r\nCompensation\r\nEmployee Health Insurance, Paid Vacation, Paid Holidays, Paid Sick Days, Opportunities for Overtime, WAZER equity (stock options), Opportunity for advancement in a fast-growing company.\r\nJ-18808-Ljbffr","datePosted":"2026-07-04T01:49:23.774Z","dateModified":"2026-07-04T01:49:23.774Z","hiringOrganization":{"@type":"Organization","name":"Common A Users Group","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Yonkers","addressRegion":"NY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"15e99baf9ca079297e485212"},"url":"https://jobsearcher.com/jobs/15e99baf9ca079297e485212"}}