Senior Technical Support Engineer
$126,000–$182,000 year
On-siteSan Carlos, California, United States or San Carlos, Cojedes, Venezuela
Job Summary
Serve as the primary liaison between R&D, Product Support, and internal experimentalist teams to ensure clear, timely communication on instrument and assay issues. Act as the first point of contact for technical inquiries, triage and track all requests through Jira, and resolve Tier 1 issues directly or escalate appropriately. Own standard assay coordination, including coverage for execution, data analysis assistance, and failure escalation, while implementing a formal complaint-handling process to ensure organized logging and tracking. Perform basic troubleshooting of hardware, software, and assay-related problems, documenting findings and contributing to root cause identification by feeding structured feedback to Engineering and Product teams. Create and maintain troubleshooting guides, support procedures, and knowledge base articles to build scalable processes. Coordinate support activities to maximize instrument uptime and partner with cross-functional teams to communicate recurring issues and validate fixes.
Required Qualifications
- Bachelor's degree in Biology, Biochemistry, Bioengineering, or a related technical field
- 5+ years of experience in a technical support role, preferably in biotech, life sciences, or analytical instrumentation
- Hands-on experience with laboratory instrumentation and assay workflows
- Experience using Jira or similar ticketing and issue-tracking systems for support management
- Strong troubleshooting and structured problem-solving skills; ability to diagnose and resolve technical issues independently or with minimal guidance
- Excellent written and verbal communication skills; comfortable interfacing with scientists, engineers, and cross-functional stakeholders
- Highly organized with the ability to manage multiple open issues simultaneously in a fast-paced environment
- Willingness to be hands-on in a lab environment and engage directly with instruments and assay execution as needed
Desired Qualifications
- Familiarity with proteomics, genomics, or similar platforms is a plus
- Familiarity with quality management systems, complaint handling, and nonconformance processes preferred
- Proficiency with standard data analysis tools (e.g., Excel, Python, or similar); ability to assist with basic experimental data review
- Ability to work both independently and collaboratively across teams; comfortable with ambiguity and evolving processes
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