Empower Support Engineer

Job Summary:

We are looking for a skilled Empower Support Engineer to provide technical support, troubleshooting, and system maintenance for Waters Empower Chromatography Data System (CDS). The ideal candidate will have hands-on experience with Empower 3, strong problem-solving abilities, and an understanding of laboratory workflows and compliance requirements within regulated environments (e.g., GMP/GLP).

Key Responsibilities:

• Provide front-line support for issues related to the Waters Empower 3 system used in analytical laboratories.

• Troubleshoot software, hardware, and data acquisition issues related to chromatography systems.

• Work closely with IT, Quality, and Lab teams to resolve system errors, user issues, and data integrity concerns.

• Perform system configurations, user account setup, and role-based access control in compliance with data security standards.

• Coordinate with Waters support team for advanced troubleshooting and escalation.

• Assist in validation and qualification of the Empower CDS system (IQ/OQ/PQ).

• Support instrument integration, configuration, and connectivity with Empower.

• Document issues, resolutions, and support activities in ticketing systems (e.g., ServiceNow, Jira).

• Train end users on Empower usage and SOPs where required.

• Participate in periodic system upgrades, patches, and change controls in a validated environment.

• Maintain compliance with GxP regulations, 21 CFR Part 11, and company SOPs.

Required Skills Experience:

• 4 years of experience supporting Empower 3 CDS in a GMP-regulated lab.

• Solid understanding of chromatography (HPLC/GC) systems and their operation.

• Familiarity with laboratory instruments and data acquisition interfaces.

• Experience working in pharma, biotech, or similar highly regulated environments.

• Knowledge of validation and change control processes.

• Excellent troubleshooting and analytical skills.

• Strong communication and stakeholder management skills.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Chemistry, Life Sciences, or a related field.

• Experience working with Waters systems and lab informatics platforms.

• Knowledge of LIMS systems and network integration is a plus.

• ITIL or GAMP5 knowledge beneficial.