Summary
Technical Support Engineer – Geomagic Software
Location: Remote (United States)
Hexagon’s Manufacturing Intelligence division is seeking an entry-level Technical Support Engineer to join our team supporting the Geomagic suite of 3D software solutions. These tools are used in reverse engineering, 3D inspection, and manufacturing across industries such as aerospace, automotive, medical, and consumer product design.
Why Join Us?
At Hexagon Manufacturing Intelligence, you’ll help industrial manufacturers develop the technologies of today and the life-changing products of tomorrow. You’ll collaborate with a global leader in precision measurement and advanced manufacturing technologies.
- Join a forward-thinking, customer-centric technical team.
- Build your technical support and engineering career in a fast-evolving 3D ecosystem.
- Gain hands-on experience with technologies used by 95% of car manufacturers and 90% of aircraft manufacturers worldwide.
About the Role
As a Technical Support Engineer, you’ll play a vital role in helping customers maximize the value of Geomagic software by diagnosing technical issues, guiding users through resolution and workarounds, and ensuring a superior technical support experience. You’ll interact with customers, partners, and internal engineering teams to resolve challenges and contribute to product knowledge resources.
Job Responsibilities
Provide daily technical support for Geomagic software (inspection, reverse engineering, surfacing, modeling) via phone, email, or remote desktop.
- Support users with software installation, licensing, configuration, and software troubleshooting.
- Identify the customer’s technical level and adapt communication style to meet their needs.
- Document case notes in Salesforce and maintain high accuracy and detail.
- Create and maintain technical documentation, knowledge base articles, and video tutorials.
- Report software bugs and enhancement requests using JIRA, including verification and testing.
- Collaborate with product management and development teams to resolve product issues.
- Meet case handling KPIs and deliver high customer satisfaction scores.
- Participate in product and skills training to stay current with software updates and 3D technologies.
Qualifications
- Bachelor's degree in a technical field or equivalent practical experience.
- Experience in customer technical support, help desk, or a similar customer-facing technical role.
- Working knowledge of 3D modeling, 3D scanning, CAD, reverse engineering, inspection, surfacing tools, or related tools.
- Proficiency with Windows operating systems, general PC troubleshooting, and networking basics.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
- Strong documentation, typing, and organizational skills.
- Ability to multitask and thrive in a fast-paced, collaborative team environment.
- Must meet U.S. ITAR and Export Control compliance requirements.
- Fluent in written and spoken English.
Core Skills
- Customer service and communication. Friendly and customer-focused attitude.
- Ability to operate in a highly technical help desk environment daily.
- Demonstrate the ability to reach out to a diverse technical audience and explain solutions accordingly.
- Clear understanding of Reverse Engineering, Inspection, CAD, and 3D scanning technologies.
- Technical troubleshooting and diagnostics skills.
- Installation and licensing of software in a Windows environment.
- Windows OS and PC/network troubleshooting.
- Salesforce or case tracking systems.
- Documentation and technical writing.
- Bug reporting and testing (JIRA or similar).
Work Environment
This role is primarily in a remote setting with standard equipment usage, including a computer, phone, and headset.
- Frequently operates a computer and communicates with internal and external customers.
- Must be able to sit for extended periods and use a headset/microphone.
- Daily communication with team members and management will be through Microsoft Teams.
What We Offer
- Competitive salary with performance-based bonus opportunities.
- Comprehensive benefits: medical, dental, vision, HSA with company contributions.
- 401(k) with generous employer match.
- Paid time off, holidays, and parental leave.
- Tuition reimbursement and ongoing technical training.
- Opportunities to work with global experts and cutting-edge technologies.
Explore Life at Hexagon
At Hexagon, we’re empowering an autonomous, sustainable future through innovation in manufacturing intelligence, simulation, and automation. Get to know our teams, our culture, and our technology through our social media channels:
- Instagram: @hexagon_mi | @hexagon_ab
- LinkedIn: Hexagon Manufacturing Intelligence
- YouTube: Hexagon MI | Hexagon AB
- Twitter/X: @HexagonMI | @HexagonAB
- Facebook: Hexagon Manufacturing Intelligence
Learn more at hexagon.com and get inspired by how we shape smart change across industries.