Technical support engineer

Fiery LLC is the leading provider of Digital Front Ends (DFEs) and workflow solutions for the growing industrial and graphic arts print industries. Fiery is leading the transformation from analog to digital imaging with scalable, digital, award-winning products for the printing industry. Based in Silicon Valley, California with offices around the world and a customer-base that includes over 2 million DFEs sold globally, we offer innovative software and cloud-based technologies that deliver fast performance, stunning color, and exceptional print quality across a broad range of production printing devices. Fiery DFEs are installed in a diverse range of industry segments, including commercial print, packaging, signs and display graphics, ceramics, building materials, textiles etc. With over 30 years of excellent support and service, we have presence in 19 countries with 800+ employees.

Fiery Vision: Enable the printer to produce what the designer imagined

Job Description

Role and responsibilities:

As a Technical Support Engineer: Fiery is seeking a Technical Support Engineer to provide technical assistance to customers using digital textile printing solutions. The role includes remote technical support, customer training, on-site service, and troubleshooting of software and printing workflows.

Job Requirements:

Education Qualification: Bachelor's degree in any of the fields: Digital Printing, Textile Technology, Graphic Arts, Color Management, IT, Electronics, Engineering, or a related technical field

Experience: 2-3 years of technical experience in digital textile printing or a closely related industrial printing environment

Key Responsibilities:

• Provide technical support through ticketing systems, phone, and remote support tools.
• Diagnose and resolve software, hardware, workflow, and printing-related issues.
• Perform remote installations, upgrades, configuration, and troubleshooting.
• Deliver customer training remotely and on-site.
• Conduct on-site visits for installation, maintenance, troubleshooting, and customer support.
• Document customer cases, solutions, and technical findings.
• Escalate complex issues to Development or QA with appropriate technical details.
• Collaborate with Sales, QA, and Development teams to improve customer experience.
• Reproduce issues in test environments and validate solutions.
• Support product demonstrations and technical workshops when required.
• Maintain professional and timely communication with customers.
• Travel nationally and internationally when required.

Skills:

• Hands-on experience with digital textile printers, RIP software, print workflows, and color management.
• Experience troubleshooting software, printers, networks, and production workflows.
• Experience in Technical Support, Field Service, Application Support, or Customer Technical Service is preferred.
• Experience providing remote technical support and customer training.
• Ability to troubleshoot Windows environments, networks, and peripheral devices.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities.
• Experience with on-site installation, troubleshooting, or technical training is an advantage.

Language & Travel Requirements:

• Fluency in English and Spanish, both written and spoken, is required.
• Additional European language is preferred.
• Willingness to travel nationally and internationally, including overnight stays when required.
• Valid driver's license.

Desirable but not mandatory:

• Experience supporting industrial digital textile printers.
• Knowledge of color management, ICC profiles, spectrophotometers, and calibration.
• Experience with DTF, DTG, sublimation, pigment, reactive, acid, or disperse textile printing.
• Knowledge of workflow automation and production environments.
• Experience with ticketing systems such as Freshdesk, Jira, or Zendesk.
• Experience delivering technical training to customers.

What’s in it for you?

• Opportunity to work in a multinational product organization.
• Learning opportunities with experienced professionals and leaders.
• Career growth opportunities.
• Flexible and hybrid work environment.
• Culture of meritocracy, inclusion, empowerment, and collaboration.
• Competitive pay and benefits.

Equal Opportunity & Disability Accessibility Statement

Fiery is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination. EEO is the Law: Equal Employment Opportunity | U.S. Department of Labor Fiery is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at talentacquisition.mailbox@fiery.com. Fiery will make determinations on such requests for accommodation or assistance on a case-by-case basis.

Pay Transparency Nondiscrimination Provision

Fiery will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).