Technical Support Engineer

October 22

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Element Biosciences

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Biotechnology • Science

Element Biosciences is a company focused on providing high-quality sequencing and cytoprofiling solutions. They offer a range of products including instruments, reagents, kits, and software designed to enhance scientific research. The company's flagship product, the AVITI System, integrates state-of-the-art sequencing and cyto profiling into a single platform, delivering industry-leading accuracy at low costs. Element Biosciences is dedicated to empowering the scientific community with flexible and efficient tools to advance genomic research. They emphasize innovation and pricing accessibility, aiming to enable more scientists to take control of their research projects.

201 - 500 employees

Founded 2016

🧬 Biotechnology

🔬 Science

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• In addition to base compensation, you will be eligible for stock options and discretionary annual bonus.