Supervisor, Technical Services - Americas

Markforged is leading the digital transformation of manufacturing by revolutionizing how engineers and manufacturers create and innovate. As Supervisor, Technical Services (AMER), you will oversee day to day technical support operations with a strong focus on escalation management, partner support, and team leadership.

Requirements

• Lead and manage a team of Customer Success Technicians
• Own escalation management, ensuring critical customer issues are prioritized, tracked, and resolved in a timely manner
• Act as the central point of coordination for complex or blocking issues, facilitating communication between internal teams to maintain progress
• Support regional partners by ensuring they receive timely technical assistance and clear guidance
• Monitor and report on key support metrics, particularly mean time to resolution (MTTR), and drive improvements
• Ensure support processes, case management, and documentation are maintained and compliant with company standards
• Promote consistent use of tools and systems for case tracking, communication, and knowledge sharing
• Identify recurring issues and work with cross-functional teams to improve support workflows and reduce friction
• Contribute to maintaining and improving knowledge base content and internal documentation

Benefits

• Comprehensive benefits package
• 401k Matching
• Retirement Plan
• Generous Paid Time Off
• Tuition Reimbursement