At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

We are seeking an experienced Senior Technical Support Engineer to join the Customer Support team and provide frontline support to the growing AMR customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with Commercial, Operations, and R&D partners to deliver a strong customer experience. This role will report to the Sr Director, Global Service and Support and will be a remote role based out of the AMR East region.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Provide frontline technical customer support for customer inquiries and system issues via phone and email
• Own and manage Instrument related customer issues with internal and external support teams to drive instrument 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
• Respond to customer 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 drive customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.)
• Provide the broader customer support team with troubleshooting debriefs
• Identify and drive operational tech support continuous improvement initiatives
• Intake and triage distribution partner support escalations and inquiries
• Maintain changes to knowledge databases, website, and other company-managed databases of technical information
• Provide instrumentation feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products
• Provide guidance, mentoring, and training to associates of junior levels
• Display professionalism, understanding, tact, and technical knowledge in all customer interactions
• Interface with internal R&D project teams to develop tech support centric collateral for new product and product extensions

Education and Experience:

• Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelors preferred)
• Minimum 5 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 preferred
• Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
• Experience with customer network setup for both pre and post sales support a plus
• Proven experience in experimental design, data interpretation, and scientific documentation
• Excellent verbal and written communications skills
• Must have good technical writing abilities
• Must be flexible in working hours as this position may require customer support during non-regular business hours

Physical Requirements:

• Frequently moves boxes weighing up to 20 pounds.

Location:

• Remote – AMR East

Travel:

• Domestic travel approx. 10% or as needed

Job Type:

• Full-time/Exempt

Base Compensation Pay Range:

• $103,000 - $125,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off. 

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience. 

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.