Customer Support Manager

Apply

Job Type

Full-time

Description

About Optomec - Optomec develops advanced additive manufacturing technologies, including Aerosol Jet printing and directed energy deposition, for industrial applications in electronics, advanced materials, and precision manufacturing.

The Opportunity - Optomec is seeking a hands-on Customer Support Manager to build and scale a responsive, technically capable customer support organization. This role combines direct customer problem-solving with team leadership, operational discipline, and a startup mindset. The manager will work closely with Sales, Engineering, Software Development, Manufacturing, and Operations to improve customer outcomes and product reliability.

Key responsibilities -

• Build, coach, and progressively scale a technical customer support team; establish clear ownership, staffing plans, and service standards.
• Own customer onboarding, support escalation, case management, technical troubleshooting, and service recovery.
• Partner with Sales on customer health, retention, renewals, training, and aftermarket service opportunities.
• Coordinate with Engineering and Software Development to reproduce defects, document issues, prioritize fixes, validate resolutions, and communicate releases.
• Implement ticketing, CRM workflows, a searchable knowledge base, troubleshooting playbooks, and customer self-service resources.
• Develop field and remote-support practices for complex industrial equipment, automation, and software-integrated products.
• Use root-cause analysis, corrective actions, and customer feedback to improve reliability and reduce recurring incidents.
• Manage support budgets, service performance reviews, and domestic/international support coordination.

How Success Will Be Measured -

• Customer satisfaction (CSAT), customer health, retention, and escalation outcomes.
• First-response time, time to resolution, first-contact resolution, backlog age, and SLA attainment.
• Product adoption, onboarding completion, training effectiveness, and support knowledge-base utilization.
• Repeat-incident rate, quality of engineering handoffs, and closure of corrective actions.
• Team productivity, coaching effectiveness, and readiness to scale.

Location and compensation -

Annual base salary: $90,000–$115,000. Target annual performance bonus: 10% of base salary, subject to individual and company results. Eligibility for stock options or other equity awards is subject to company approval and applicable plan terms. Health coverage, paid time off, and retirement benefits are offered subject to company plans and eligibility. Actual compensation depends on experience, qualifications, and job-related factors.

Optomec welcomes qualified applicants from diverse backgrounds. Employment decisions are based on job-related qualifications without regard to characteristics protected by applicable law. Reasonable accommodations are available during the hiring process.

Applicants must be currently authorized to work in the United States. Optomec is an equal opportunity employer and considers qualified applicants consistent with applicable federal and California law.

Requirements

Required qualifications -

• Bachelor’s degree in Engineering, Business Administration, Information Technology, Computer Science, or a related technical field required.
• 3–5 years of experience in technical customer support, customer success, field service, or related operations, including demonstrated team leadership or supervisory responsibilities.
• Ability to diagnose complex technical issues and communicate clearly with customers and engineering teams.
• Experience with CRM/help-desk platforms, ticket triage, escalation management, and service metrics.
• Comfortable working hands-on in a fast-moving, resource-conscious technology company.
• Ability to travel as needed and current authorization to work in the United States.

Preferred qualifications -

• Degree in Mechanical, Electrical, or Manufacturing Engineering preferred; MBA or relevant graduate degree is a plus, but not required.
• Experience with additive manufacturing, precision electronics, industrial automation, robotics, motion control, or capital equipment.
• Familiarity with software development practices, issue tracking, regression testing, release management, and tools such as Jira or GitHub.
• Experience with Salesforce, Zendesk, or comparable customer service systems.
• Experience creating training programs, technical documentation, service agreements, and remote diagnostic workflows.

Salary Description

$90,000-115,000