Technical Support Engineer
Fracktal Works Pvt. Ltd · Bangalore · On-site · Full-time
About Fracktal Works
We started Fracktal Works in 2013 in Bangalore with a fairly stubborn idea: anyone, anywhere, should be able to manufacture anything. Thirteen years later, our 3D printers are used by ISRO for mission-critical parts, by the Indian Army for drone components, and by automotive companies like Honda, TVS, and Toyota on their engineering floors. They're also in hundreds of engineering colleges across India, training the next generation of makers.
We build everything from the desktop Snowflake to the production-grade Apollo SLS, plus our own software stack — Fracktory (our slicer) and AI-powered computational geometry tools that automate part design for additive manufacturing. We also run end-to-end services across FDM, SLS, HP MJF, SLA, and Vacuum Casting.
Our founder won the Hackaday Prize, the Academy Awards of Open Source Hardware, for building open-source Braille displays for the visually impaired. We're open-source advocates, deeply involved in the maker community, and serious about using technology to solve real problems.
The Role
You're the person customers call when their printer isn't doing what it should. Your job is to figure out why and fix it — over the phone, remotely, or in person at their facility.
Day-to-day: take customer calls and emails, work through technical problems, guide setups and maintenance, and when something complex shows up, escalate to R&D and see it through. You'll also feed field learnings back into our products so the next version is better.
The first 3 months are a paid Engineer-Trainee probation. Strong performers are confirmed into the full role.
- Experience: 0–2 years
- Education: B.Tech / B.E. in Mechanical, Mechatronics, Electronics, or equivalent
- Compensation: ₹3–6 LPA + variable bonus + travel reimbursement + per-diem
- Travel: 20–40% across India. We cover everything.
- Languages: Strong English and Hindi required. Other Indian languages a real plus.
What You'll Do
- Troubleshoot issues on Fracktal printers (Julia, Dragon, Snowflake, Volterra, Apollo SLS)
- Provide remote and on-site support over calls, emails, and service visits
- Diagnose hardware and software problems on FDM printers
- Escalate complex issues to R&D and stay with them until resolved
- Document solutions so the team gets faster over time
- Train customers on operation, maintenance, and best practices
- Coordinate with production and QA on warranty replacements and spare parts
- Spot patterns in customer issues and feed them back into product improvements
What We're Looking For
We'll teach you everything about 3D printers. What we can't teach is how you think and how you work with people.
How you think:
- You think in systems — mechanical, electrical, and software as one whole
- You chase the root cause, not just the symptom
- You troubleshoot like a scientist: break down large systems, hypothesis, test, eliminate, narrow down
How you work with people:
- Strong communicator in English and Hindi; can explain technical things to non-engineers without making them feel stupid
- You actually like people and enjoy customer conversations
- You see travel to a tier-2 city as interesting, not a chore
How you learn:
- Curious by default; you dig in when something new lands on your desk
Nice to Have
None of these are deal-breakers, but they help:
- Hands-on electronics or hardware projects (home, college, maker space)
- Multimeter debugging — continuity, voltage, current, finding shorts
- Soldering (through-hole or SMD)
- Comfort with mechanical tools and reading drawings
- Any 3D printer experience, any brand
- Familiarity with print parameters and failure modes (stringing, warping, under-extrusion)
- Slicer software (Cura, PrusaSlicer, Fracktory)
- A maker portfolio anywhere — GitHub, Hackaday, Instructables, Instagram, your blog
- Hackathons, FOSS contributions, maker space involvement
- Interest in sustainable manufacturing or social impact
Your First 90 Days
- Weeks 1–2: Learn our products. Shadow senior engineers on live tickets.
- Weeks 3–6: Hands-on lab time — assemble, calibrate, and pull apart printers.
- Weeks 7–10: Handle customer tickets with mentor backup. First on-site visits.
- Weeks 11–12: Probation review and confirmation.
Where This Can Go
This is a launchpad. Within 2–3 years, strong performers move into:
- Senior Technical Support Engineer — own complex accounts, mentor others
- Field Service Lead — run on-site installations and training programs
- Applications Engineer — work on design, materials, and process consulting
- R&D / Product Engineering — cross over into building the printers
What You Get
- ₹3–6 LPA + variable performance bonus
- Full travel coverage + daily allowance for site visits
- Annual learning budget for courses, certifications, and conferences
- Free use of any Fracktal printer for personal projects
- Direct access to founders, R&D, and engineering — no buried hierarchy
- Real impact: ISRO, Indian Army, automotive OEMs, engineering colleges
Who Should Apply
If you're reading this and thinking maybe I'm not qualified enough, apply anyway. We especially want to hear from women in engineering, candidates from tier-2 and tier-3 colleges, returnees to the workforce, and anyone who's built things outside a classroom — makers, hobbyists, first-generation engineers. Hardware needs more diverse minds, and we mean it.
How to Apply
Email [Confidential Information] with subject: Technical Support Engineer Application — [Your Name]. Send:
- Your resume (PDF)
- A short note (200–300 words): Tell us about a time you troubleshot something complicated. Walk us through how you went about it.
- Links to personal projects, GitHub, Hackaday, Instagram, or anywhere you show your work (optional but appreciated)
Shortlisted candidates: brief technical conversation followed by an online interview.
- Fracktal Works is an equal opportunity employer.
