Remote Support Techician

Summary
Cutlite America’s (CLA) Remote Support Technician will provide remote support for customers operating Cutlite Penta fiber laser cutting machines throughout North America.
The primary objective of the Service Team is to provide remarkable customer experiences and world-class remote support. The Remote Support Technician will serve as a first point of contact for customers and Field Service Technicians by diagnosing machine issues, guiding troubleshooting activities, documenting solutions, and coordinating additional support when an issue cannot be resolved remotely.
This is primarily a back-office technical support position with limited travel. The ideal candidate combines hands-on fiber laser or CNC equipment experience with strong troubleshooting, communication, and customer-service skills.
Job Title: Remote Support Technician
Department: Operations
Reports to: Service Manager
Collaborates with: Field Service Technicians, Application Engineer, Parts, and Customers.
Responsibilities
Provide technical support to Cutlite customers by phone, email, video, and remote support software.
Serve as the first point of contact for assigned machine issues and determine the appropriate troubleshooting or escalation path.
Guide customers and Field Service Technicians through systematic troubleshooting and corrective actions.
Provide support for Cutlite fiber laser machines, cutting heads, laser sources, chillers, dust collectors, automation systems, and related equipment.
Diagnose electrical, mechanical, software, cutting-process, and machine-control issues using available diagnostic information.
Create, manage, and update customer-support tickets in HubSpot with accurate machine information, troubleshooting activities, parts requirements, and resolution details.
Maintain consistent communication with customers throughout the service process and provide timely status updates until the issue is resolved or transferred.
Determine when an issue requires escalation to the Service Manager to coordinate a Field Service Technician, Cutlite Penta, or another equipment supplier.
Coordinate with the Service Manager when an on-site service visit is required and provide the assigned technician with complete diagnostic information.
Work closely with the Parts Department to identify required parts, confirm part numbers, and communicate the urgency of customer needs.
Assist customers and technicians with machine startup, programming, operating questions, and basic cutting-application support.
Review machine alarms, pictures, videos, service documentation, electrical drawings, and other remote information to identify potential causes and solutions.
Follow up with customers after remote troubleshooting to confirm that the machine has returned to normal operation.
Develop and maintain remote documentation, troubleshooting procedures, service bulletins, and internal knowledge-base articles.
Identify recurring machine issues and communicate remote-improvement opportunities to the Service Manager and Cutlite Penta.
Participate in ongoing technical and remote training, including potential training at the Cutlite Penta factory in Italy.
Continuously gather and record customer-service experiences to help CLA improve its products, processes, and customer support.
Assist with special service projects as needed.
Work Hours, Compensation, and Benefits
Job type: Full-time, Monday through Friday, hourly non-exempt.
Work location: Customer Experience Center in Alpharetta, GA.
Compensation: Competitive hourly compensation based on experience.
Benefits: 401(k), health, dental, vision and life insurance, paid time off, and paid holidays.
Requirements
High school diploma or equivalent.
Two or more years of experience servicing, operating, programming, or supporting fiber laser cutting machines, CNC machinery, or comparable industrial equipment.
Working knowledge of electrical systems, electronics, digital circuits, industrial wiring, mechanical systems, pneumatics, and machine controls.
Ability to read electrical schematics, mechanical drawings, manuals, alarm histories, and remote documentation.
Demonstrated ability to diagnose remote problems systematically and guide others through troubleshooting remotely.
Strong computer skills and the ability to learn machine software, remote-access tools, CRM systems, and remote-support platforms.
Strong verbal and written communication skills demonstrating commitment to exceptional customer service, responsiveness, and professional follow-through.
Ability to manage multiple customer issues, prioritize urgent machine-down situations, and maintain accurate service documentation.
Authorized to work in the United States, valid driver’s license and ability to obtain a U.S. passport.
Willingness to travel up to 15% for training, shows, or service as needed.

Work arrangement
Yes