Technical Support Engineer - EMEA

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 – Instrumentation and Software to join the Customer Support team and provide frontline support to the growing EMEA customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with internal partners in Commercial, Operations, and R&D. This position will report to our Senior Manager, Technical Support and is a remote position based in Europe.

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 system issues via phone and email

Manage Instrument and software 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 and software 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

Education and Experience:

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

NGS run performance troubleshooting is 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

Fluent English speaking is a must and second language such as French or Italian is preferable 

Physical Requirements:

Rarely moves boxes weighing 20+ pounds

Location:

Remote – The Netherlands is a strong preference

Travel: 

Approximately 10% international and domestic

Job Type:

Full Time

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. 

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.