Technical Support Engineer

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness. Technical Support Engineer Our early‐career Technical Support Engineer will join the Customer Support team in the APJ region, providing frontline support to the growing APJ customer base and distribution partners. This remote position reports to the Senior Director, Global Service & Support and requires exceptional technical proficiency, customer management skills, and cross‐functional collaboration. Essential Functions and Responsibilities Provide frontline technical customer support for inquiries and complaints via phone and email. Manage instrument and application‐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 application teams to quickly diagnose and address customer end‐to‐end workflow issues. Contribute to the development of instrument and application troubleshooting methods and tools. Respond to customer and distribution partner end‐to‐end workflow inquiries as part of pre‐sales support. Use 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 feedback to R&D and product quality teams to drive continuous improvement on existing platforms and influence future product development. Display professionalism, understanding, tact, and technical knowledge in all customer interactions. Assist with the local deployment of tech‐support‐centric collateral for new product and extension launches. Education and Experience Bachelor's degree in Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field (high school diploma required; bachelor's preferred). Minimum 2 years of experience with customer support and/or in the biotech industry. Experience working with instrumentation including optics, microfluidics, and electromechanical systems is required. Hands‐on instrument experience with NGS technologies (library preparation, sequencing, data analysis) is a plus. Experience parsing large instrument logs to identify irregularities in common patterns and developing technical recommendations. Experience with informatics workflows is a plus. Ability to develop automated troubleshooting tools is a plus. Experience with customer network setup for pre- and post‐sales support is a plus. Proven experience in experimental design, data interpretation, and scientific documentation. Fluent in English (C2 or better) for verbal, reading, and written communication. Additional foreign language skills at B2 or better are a plus. Strong technical writing abilities. Flexibility to work non‐regular business hours as required. Physical Requirements Frequently moves boxes weighing 20+ pounds. Location Remote – APJ region. Travel Approximately 10% international and domestic. Job Type Full‐time. In addition to base compensation, you will be eligible for stock options and a discretionary annual bonus. Base compensation will depend on geographic location, qualifications, and experience. We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law. #J-18808-Ljbffr