Technical Support Engineer - EMEA
Core
Provide frontline technical support for instrumentation and software issues to EMEA customers and distribution partners, diagnosing workflow problems and driving resolution.
Role type
Early-career Technical Support Engineer (Instrumentation & Software)
Builds
Customer support workflows and issue resolution for biotech instrumentation and software platforms
Domain
Biotechnology / Life Sciences / Instrumentation
Deliverable
client delivery
Required skills
Instrumentation troubleshooting, software support, triage of hardware/software issues, CRM usage, technical writing, experimental design, data interpretation, scientific documentation
Preferred skills
NGS technology experience, library preparation, sequencing, data analysis, log parsing, automated tool development, network setup
Technologies
Service CRM software, NGS platforms, optics, microfluidics, electromechanical systems
Responsibilities
Provide frontline technical customer support via phone and email, manage instrument and software issues with internal teams, triage complaints to delineate application vs software vs hardware issues, partner with field service teams to diagnose workflow issues, contribute to troubleshooting methods and tools, respond to pre-sales inquiries, document work in CRM, influence customer success KPIs, maintain knowledge databases, provide feedback to R&D, develop technical collateral
Seniority
Early career, hands-on IC