At Glowforge, we help people bring home the future and make it their own. Our printer uses a laser to carve and engrave products from raw materials like wood, leather, acrylic – even cardboard. Take a look and see for yourself.

We build magical products to delight our customers, and we do it while taking care of each other. We hire people who are outstanding at what they do, who are successful working in tight-knit teams, and who want to make things that make a difference.

Together, we've built a product we're incredibly proud of, and the reward has been incredible growth. We work together because we believe in the power of creativity and there's a future where anyone can print anything.

We'd love to have you join us.

This is an hourly, contract position.

Why we need you

We have the best customers, and our company will succeed or fail based on the experience they have with their Glowforge. Because of you, they will rave to their friends about the outstanding support you provide, and that will help our business grow.

You are someone who goes through life asking, “what is the problem that is trying to be solved?” and then working on solutions. A very strong desire to understand “why?” When customers turn to us for help you will be the first one there to turn things around - your courtesy and technical expertise will leave them warmly supported and glowing with delight. They'll feel how care and support them, and they'll be appreciative of the clarifying questions you ask and how clear you make complex things.

Here's what you'll do

• You’ll work through email, phone, chat, sms, or any other forum or tool the company may require. You can support our customers where they are.
• You'll listen, empathize, be patient, and problem-solve.
• You’ll be an extraordinary teammate, sharing ideas and partnering throughout the day. With our customers you’ll keep a positive disposition and level head even during the worst of times.
• You’re going to learn our hardware, software, firmware, materials, and designs inside and out and use this knowledge to troubleshoot and resolve customer challenges - in the app, with the mechanics of their printer, and the designs and materials they're using
• We’ll give you access to a knowledge base and you'll notice patterns, write excellent bug reports, work with colleagues and leaders to determine solutions, and describe something complicated in simple steps so that customers can get back to printing happily.

You need these qualifications

• Experience supporting customers or an equivalent combination of experience and advanced education
• Experience with customer service in multiple support channels, including but not limited to inbound and outbound phones, chat, email, SMS, and video chat.
• You’re profoundly curious and have proven technical expertise in your hobbies or work
• Ability to critically think and respond to customers strategically and thoughtfully, even when circumstances are ambiguous or dynamic.
• You write well, communicate clearly, and listen actively.
• A track record of being a powerful customer advocate and problem-solver.

It would be nice if you have...

• Experience providing superb technical support by email, chat, phone or forum.
• A love of making things, knitting, 3D printing, furniture building, it doesn’t matter what.
• Experience working from home with geographically distributed teams
• Passion about what Glowforge is building
• You have experience troubleshooting web-based applications across multiple browser / OS versions and platforms (Chrome / Safari / etc, Windows, MacOS, Android, etc.)

Send us a resume or Linkedin link. And please, include a cover letter that tells us what you’re excited about doing with us!

There's one more, very important thing. We are an equal opportunity employer. We search for amazing people of diverse backgrounds, experiences, abilities, and perspectives. We take care of each other to create an inclusive work environment where we love to come to work every day. We'd be happy to provide reasonable accommodations to help you apply - just email us at [email protected]. We hope you can join us.