Technical Support Engineer

Element Biosciences

Aug 9

Applications are closed

Job
Full-time
Junior Level
San Diego

Requirements

- Bachelor's degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelors preferred)
- Minimum 2 years of experience with customer support and/or in biotech industry
- Experience working with instrumentation with optics, microfluidics, and electromechanical systems is required
- Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus
- Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
- Ability to develop automated troubleshooting tools is a plus
- Experience with customer network setup for both pre and post sales support a plus
- Proven experience in experimental design, data interpretation, and scientific documentation
- Excellent verbal and written communications skills
- Must have good technical writing abilities
- Must be flexible in working hours as this position may require customer support during non-regular business hours
- Frequently moves boxes weighing 20+ pounds

Responsibilities

Provide frontline technical customer support for customer inquiries and system issues via phone and email
Manage Instrument related customer issues with internal and external support teams to drive issue resolution
Triage general customer complaints and delineate applications vs software vs hardware issues
Partner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issues
Contribute to the development of instrument troubleshooting methods and tools
Respond to customer end-to-end workflow inquiries as part of pre-sales support
Utilize service CRM software to dispatch and accurately document work in a timely manner
Influence and contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.)
Identify and contribute to group continuous improvement initiatives
Intake and triage distribution partner support escalations and inquiries
Maintain changes to knowledge databases, website, and other company-managed technical information
Provide instrumentation feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products
Display professionalism, understanding, tact, and technical knowledge in all customer interactions
Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions

FAQs

What is the job title for this position?

The job title is Technical Support Engineer - Instrumentation.

Where is this position located?

This position is based out of San Diego, California.

What are the essential functions of the Technical Support Engineer?

The essential functions include providing frontline technical customer support, managing instrument-related customer issues, triaging complaints, developing troubleshooting methods, and contributing to customer success initiatives.

What is the minimum educational requirement for this role?

The minimum educational requirement is a high school diploma; however, a bachelor's degree in a relevant field is preferred.

How many years of experience are required for this position?

A minimum of 2 years of experience with customer support and/or in the biotech industry is required.

Is experience with specific technologies preferred for this role?

Yes, hands-on experience with NGS technologies, instrumentation with optics, microfluidics, and electromechanical systems is preferred.

What kind of support will the Technical Support Engineer provide?

The Technical Support Engineer will provide technical support for customer inquiries and system issues via phone and email.

Are there opportunities for travel in this position?

Yes, there will be approximately 10% international and domestic travel required.

What is the base compensation pay range for this job?

The base compensation pay range is $90,000 - $110,000.

Are there additional benefits provided beyond base compensation?

Yes, employees will be eligible for stock options, discretionary annual bonuses, no-cost health insurance plans, a 401k with company match, and flexible paid time off.

What are the physical requirements for this job?

The physical requirements include frequently moving boxes weighing 20+ pounds.

Is flexibility in working hours required for this position?

Yes, flexibility in working hours is required, as the position may involve customer support during non-regular business hours.

Does Element Biosciences promote diversity and inclusion?

Yes, Element Biosciences fosters an environment where all individuals are afforded the freedom to pursue their passions without regard to various characteristics protected by law.

Element Biosciences

Where freedom drives discovery

Science & Healthcare

Industry

201-500

Employees

2017

Founded Year

Mission & Purpose

Element Biosciences is a multi-disciplinary startup focused on innovating genetic analysis tools for the research and diagnostic markets. We are developing a modular and high-performing DNA sequencing platform that will deliver high-quality data, increase workflow flexibility, and make next-generation sequencing technology more accessible. Our proprietary approach to improving the signal-to-noise ratio allows us to provide groundbreaking innovations in surface chemistry, instrumentation, and biochemistry to drastically decrease run costs and capital costs while delivering high sequencing data quality.