Senior Product Support Engineer
$145,000–$196,000 year
HybridSan Carlos, California, United States or San Carlos, Cojedes, Venezuela
Job Summary
Install, commission, and qualify complex biotech instrumentation at customer sites while diagnosing hardware, software, fluidic, and optical issues. Perform preventative and corrective maintenance to maintain system uptime, responding to internal and external escalations via on-site and remote support. Troubleshoot complex failures using structured problem-solving, identify recurring modes, and document findings to feed Engineering, Manufacturing, and Quality systems. Support beta and commercial customers, contribute to design improvements, and ensure service activities comply with quality system requirements. Travel up to 50% to partner with cross-functional teams during critical interactions.
Required Qualifications
- Bachelor's degree in engineering, Biotechnology, or related technical field
- 8+ years of experience supporting complex instruments or capital equipment
- Strong hands-on troubleshooting of electromechanical and fluids systems
- Comprehensive knowledge of optical imaging systems, with particular strengths in fluorescent imaging
- Comfortable working with PC & Linux based systems, firmware, and software diagnostics
- Ability to read & create schematics, drawings, and technical documentation
- Excellent problem-solving and root cause analysis skills
- Strong written and verbal communication
- Comfortable working independently in customer environments
- Able to manage multiple priorities in a fast-paced and evolving organization
- Flexibility to travel up to 50%
Desired Qualifications
- Experience in biotech, life science devices, medical devices, or analytical instrumentation strongly preferred
- Experience with fluidics, pneumatics, sensors, valves, optics, or robotics preferred
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