What are the responsibilities and job description for the Photonics Customer Support Engineer position at HyperLight?
Photonics Customer Support Engineer
HyperLight is a venture-backed startup spun off from Harvard University in 2018 based on discoveries that enabled thin-film lithium niobate (TFLN) photonics. Our photonic integrated circuits offer exceptional performance unmatched by other materials and are manufactured at high volume and low cost. We design and manufacture tailored chips for customers around the world for optical communications, sensing, and emerging photonic technologies like quantum computing and AR/VR. We partner with our customers from conceptualization to mass production to deliver new regimes of system performance.
Our growing team is looking for a Customer Support Engineer. The person in this position will be responsible for supporting our growing customer base, handling customer inquiries, and providing technical support during pre- and post-sales activities.
The success of the HyperLight team originates in individuals who strive for excellence and continuous learning, and practice humility and care for their teammates. If this sounds like you, we encourage you to apply!
We provide:
- Competitive compensation.
- Comprehensive Health Coverage: family and individual plans, vision, dental.
- 401(k) Retirement plans with employee matching.
- Life and disability insurance.
- Flexible hybrid or remote work and vacation policies.
- Commuter Benefits and Subsidy.
- Professional growth and mentorship opportunities.
Responsibilities:
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Understand customer technical needs.
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Dedicated customer point of contact.
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Provide technical support to customers.
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Respond to customer inquiries with timely and accurate information.
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Document customer interactions and technical resolutions in our CRM system.
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Maintain and organize detailed specifications sheets for Hyperlight products.
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Support Marketing, Sales, and PR activities, including customer presentations.
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Collaborate with the engineering team to improve product design based on customer feedback.
Requirements:
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Bachelor's or Master's degree in physics, Optics, Engineering, or a related field
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Proven experience in customer support or technical support roles
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Understanding of electro-optical modulator technology, photonics, optics, lasers, fiber, polarization, and more
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Strong written & oral communication skills
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Strong organization and planning skills
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Customer focused and ability to respond to customer requests in a timely manner
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Understanding of the working principles of integrated photonic components
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Desire to deliver innovative products to market
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Ability to solve problems in new and/or ambiguous scenarios
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Proficiency in using CRP/ERP software is a plus.
Authorization to work in the US is required.
HyperLight is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.