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.

We are seeking an early in career Technical Support Engineer to join the Customer Support team in the APJ region and provide frontline support to the growing APJ customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally across Engineering, Software, Informatics, and Applications disciplines. This position will report to our Senior Director, Global Service & Support and is a remote position based in the APJ region for optimal interactions with regional team members, customers, and distribution partners.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Provide frontline technical customer support for customer inquiries and customer complaints via phone and email
• Manage Instrument and Applications 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 and applications troubleshooting methods and tools
• Respond to customer and distribution partner 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 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
• Assist with the local deployment of tech support centric collateral for new product and product extensions

Education and Experience:

• Bachelor's degree Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field (High School Diploma required, Bachelors minimum 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
• Experience with informatics workflows is a plus
• 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
• C2 or better English proficiency in verbal, reading, and written communications skills
• Additional foreign language skills B2 or better a plus
• Must have good technical writing abilities
• Must be flexible in working hours as this position may require customer support during non-regular business hours

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 discretionary annual bonus.

Please note: Base compensation will depend on multiple factors, including 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.