Technical Support Engineer - EMEA

Element Biosciences is seeking an early in career Technical Support Engineer – Instrumentation and Software to join the Customer Support team, providing frontline support to the EMEA customer base and regional distribution partners. The role involves technical support, troubleshooting, and collaboration with internal teams, with a focus on instrumentation and software related issues.

Location: Remote – The Netherlands is a strong preference

Responsibilities

• Provide frontline technical customer support for customer inquiries and system issues via phone and email
• Manage Instrument and software related customer issues with support teams to drive resolution
• Triage general customer complaints and delineate applications vs software vs hardware issues
• Partner with regional and global field service and applications teams to diagnose and address workflow issues
• Contribute to development of instrument troubleshooting methods and tools
• Respond to customer workflow inquiries as part of pre-sales support
• Utilize service CRM software to dispatch and document work
• Contribute to customer success initiatives through KPI improvements
• Identify and contribute to continuous improvement initiatives
• Triage distribution partner support escalations and inquiries
• Maintain knowledge databases and technical information
• Provide feedback to R&D and quality teams for product improvement
• Display professionalism and technical knowledge in customer interactions
• Interface with R&D teams to develop support collateral for new products

Requirements

• Bachelor’s degree in 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
• 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
• Ability to develop automated troubleshooting tools is a plus
• Experience with customer network setup for support is a plus
• Proven experience in experimental design, data interpretation, and scientific documentation
• Excellent verbal and written communication skills
• Good technical writing abilities
• Flexibility in working hours for support during non-regular hours
• Fluent English, second language such as French or Italian is preferable

Benefits

• Stock options
• Discretionary annual bonus
• No cost health insurance plans
• 401k with company match
• Flexible paid time off

Additional Information

• Base compensation depends on location, qualifications, and experience