Fathom Digital Manufacturing · 8 hours ago

Technical Support Representative

United States

Full-time

Remote

Entry Level

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Responsibilities

Partner with Fathom users via email and on scheduled Zoom calls to answer questions and troubleshoot technical issues

Escalate bugs and technical concerns to our Engineering teams; work with Engineering to deliver comprehensive solutions

Become a subject matter expert in configuring and troubleshooting Fathom’s CRM integrations (Hubspot, Salesforce) and Zapier

Act as a voice for our customers, sharing feedback and advocating for future product enhancements; decipher patterns in pain points and bubble up emerging trends and solutions

Deliver delightful experiences through our support channels, turning potentially frustrating moments into wins for both our users and Fathom

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS technical conceptsCRM integrationsHubSpotSalesforceZapierVerbal English skillsWritten English skillsTechnical troubleshooting

Required

Excellent verbal and written English skills (C1 or higher)

Ability to actively apply common SaaS technical concepts (interpreting API documentation and outputs, webhooks, understanding code as written, navigating admin panels)

A passion for understanding the heart of a user’s issue and finding a clear, long-term solution

Motivation to go above and beyond for customers, and ensuring support is seen as a strength of our business

A desire to engage with the internal team (Engineering, Customer Success, Sales, etc.), sharing questions, insights, and learnings

A growth mindset, open to feedback and areas of opportunity

A knack for working in gray areas, understanding we’ll build (and break!) many processes as Fathom continues to grow

The ability to work 40 hours per week, fully remote, Monday to Friday, covering typical US working hours

Company

Fathom Digital Manufacturing

Fathom is one of the largest on-demand digital manufacturing platforms in North America, serving the comprehensive product development and low- to mid-volume manufacturing needs of the largest and most innovative companies in the world.

Founded in 2008