Technical Support Specialist -Laser Systems

Aeon Laser is a leading provider of high-performance laser cutting and engraving systems. Our customers range from small businesses to industrial manufacturers, and we pride ourselves on delivering not just machinesbut exceptional support and expertise. We are looking for a highly capable Technical Support Specialist to help customers operate, troubleshoot, and get the most out of their laser systems. This is not a call-center role. You’ll be solving real technical problems involving mechanics, electronics, and software often under time pressure. What You’ll Do * Troubleshoot customer issues with laser machines (remote and occasionally on-site) * Diagnose problems across: * Mechanical systems (motion, alignment) * Electrical components (power supplies, wiring) * Software (LightBurn, RDWorks, networking) * Guide customers through repairs and maintenance * Create and improve technical documentation and video guides * Work closely with engineering and product teams to resolve recurring issues * Escalate complex problems and track resolutions * Provide fast, clear, and professional communication with customers Core Requirements * Strong mechanical and electrical troubleshooting skills * Ability to diagnose problems logically and efficiently * Comfortable working with tools and equipment * Experience with CNC machines, lasers, or similar equipment (highly preferred) * Basic understanding of: * Motors, belts, and motion systems * Power supplies and electrical components * Computer/software troubleshooting Competitive salary (based on experience) Performance-based incentives Opportunity to grow into senior technical or product roles Calm under pressure Clear communicator (can explain complex things simply) Detail-oriented Problem-solver mindset (not script-reader) Takes ownership of issues We are looking for people who can think not just follow instructions. If you enjoy solving real technical problems and helping customers succeed, we want to hear from you.