Job Description

Your mission

We are seeking a Field Support Engineer who possesses the "Return-to-Service" mentality found in elite manufacturing company field representatives. You will be the technical cornerstone of our Austin operations.
This role requires a rare duality: You must have the urgency and resourcefulness to fix a machine when parts and time are scarce, but the discipline and clarity to document that fix so our engineering team in Germany can learn from it. You are not just a repair technician; you are a forensic investigator.

Key responsibilities:

• Rapid Triage & Resolution: Execute high-pressure diagnostics on complex electromechanical and IT systems. Your goal is immediate operational continuity. You don’t panic; you figure it out.
• Forensic Documentation (The Feedback Loop): This is as critical as the repair itself. You must translate chaotic, real-world failure modes into structured, high-fidelity engineering reports. You are the eyes and ears for the Hamburg R&D team; if you don't document the "why" and "how" of a failure, we cannot improve the machine.
• The "MacGyver" Factor: When standard procedures fail, you use engineering first principles to improvise safe, effective solutions to keep production moving while long-term fixes are developed.
• Global Interface: Act as the primary technical bridge between Austin operations and German engineering. You will lead technical alignment meetings and must be able to explain complex physical phenomena clearly to remote teams.
• Preventative Instincts: Maintain high situational awareness of the fleet. Like a flight engineer, you anticipate failures before they happen through rigorous observation and proactive maintenance.

Your profile

• Experience: 5+ years in high-stakes technical support, field service, or equipment engineering. (Backgrounds in Medical Devices, Semiconductor Manufacturing, or Aerospace Support are ideal, as these fields require strict adherence to documentation standards).
• Strong mechanical troubleshooting (kinematics, motion systems) and electrical analysis (schematics, sensors).
• Ability to interface with software/firmware and diagnose network issues.
• Exceptional Technical Writing: Ability to write concise, accurate, and actionable tickets and reports.
• Culturally aware communicator who can bridge the gap between US operations and German engineering standards.
• Travel: Willingness to travel internationally (Hamburg) to sync with the core engineering team (10–20%).

Why us?

• Shape the Future: You will directly influence our journey as we scale from a startup to an international company.

• Innovative Culture: Work with a multidisciplinary team of engineers and designers who embrace contrarian thinking and humility.

• Global Impact: Join us in our mission to put 3D-printed shoes on every foot and eliminate waste in the footwear industry.

• Growth: We offer a dynamic work environment with flat hierarchies where your voice will be heard.

• Diverse Team: We celebrate diversity and are committed to creating an inclusive culture. Your background, age, race, gender, or beliefs don’t matter to us—what counts is your passion and the value you bring to the team.