Product Support Systems Administrator

Our Mission is to Map the Universe of Biology.

Improving the human condition is what fuels our passion for finding new ways of enabling scientific exploration. As a company, we strive to create end-to-end solutions that are simpler, easier, faster and more relevant to today’s life science challenges.

As the pioneer in the field of spatial biology, NanoString enables scientists across the globe to envision molecular interactions in three dimensions with three different systems, the

nCounter® Analysis System

, the

GeoMx® Digital Spatial Profiler

(DSP) and the

CosMx Spatial Molecular Imager

(SMI) platform. As a result, scientists can see the multiomic expression of genes and proteins in the natural context of tissue structure.

Since our founding in 2003, we have earned a reputation as a respected, trusted pioneer of innovative technologies that support our customers in their relentless pursuit of answers. Our products are based on a novel digital molecular barcoding technology invented at the Institute for Systems Biology (ISB) in Seattle under the direction of Dr. Leroy Hood.

With our technologies, our customers continue to extend our understanding of biology to answer previously unsolvable questions with consistent, reliable results.

However, NanoString is much more than innovative products. The secret sauce to the company’s success is our people, who are committed to excellence and dedicated to catalyzing the next biological revolution. Collectively, we live our corporate values of ambition, grit, ingenuity, authenticity, and customers every day and never stop asking “What if?”

Job Summary:
NanoString is a growing Biotech technology company with complex support needs for our customers. The Product Support System Administrator II is a key member of the Customer Experience team at NanoString. You will work closely with the Technical Application Scientists, Product Support Engineers, Instrument Service, R&D Engineering, and IT teams to diagnose, resolve, and develop system solutions for customer’s networking issues.

Essential Functions:

- Provide remote support for all instrument system configuration, network configuration and lab integration issues at our customer’s sites located globally
- Work with NanoString IT resources and R&D to develop resolutions and workarounds for common issues
- Diagnose, research, test, develop, optimize, communicate, and execute the most efficient solution plan for complex system integration and network configuration issues.
- Create and maintain detailed records customer interaction activity in Salesforce
- Own/orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for customers
- Facilitate customer and field engineer training.
- Create, publish and test support and service documentation to facilitate more generalized instrument support
- Work with IT teams for new customers to ensure network and system checklists are understood and met prior to and during instrument installations

Qualifications and Requirements (Education, Experience, Specific Skills):

- B.S and/or M.S in Information Technology, Computer Science or related certifications with experience.
- 2-4 years of experience integrating systems in a fast-paced environment, ideally in the medical device industry
- 2 years of experience with Windows System Administration and Windows Security Administration
- Demonstrated problem solving skills in a complex fast paced environment and in complex situations
- Excellent communication skills, ability to listen and understand customers’ and others’ issues and concerns, both technical and operational
- Working knowledge of remote support technology (LogMeIn)
- Ability to work independently and collaboratively in cross-functional teams
- Ability to drive tasks to achieve scheduled deadlines.