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Photonics Customer Support Engineer

3 months ago

Cambridge, United States HyperLight Full time
Photonics Customer Support Engineer

HyperLight is a venture-backed startup spun off from Harvard University in 2018 and built 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 to 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 Photonics Customer Support Engineer. The person in this role will be responsible for managing the end-to-end customer journey including being the primary point of contact, managing the flow of information, troubleshooting, and product specs, as well as providing technical support and conducting quality tests.

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 include:
• Be a dedicated and reliable point of contact for the customer.
• Respond to customer inquiries with timely and accurate information.
• Provide technical support to customers.
• Document customer interactions and technical resolutions in our CRM system.
• Maintain and organize detailed specifications sheets for Hyperlight products.
• Support Marketing, Sales, and PR activities, including customer presentations.
• Conduct tests to ensure quality and performance standards.
• Collaborate with the engineering team to improve product design based on customer feedback.
• Understand customer technical needs and priorities and advocate for the customer internally.

This position requires:
• Bachelor's degree in Physics, Optics, Engineering, or a related field.
• Proven experience in customer support or technical support roles.
• Understanding of electro-optical modulator, photonics, optics, lasers, fiber, polarization, and more
• Strong written & oral commination skills
• Strong organization skills and extreme customer focus
• Ability to work under time pressure
• Understanding of the working principles of integrated photonic components.
• Desire to deliver innovative products to market
• Ability to solve problems in new and/or ambiguous scenarios
• 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.