Technical Support Engineer - EMEA

At reputed company, we are passionate about our mission to reputed company the scientific community with more freedom and flexibility to accelerate our reputed company reputed company on humanity. We have reputed company a highly efficient product-driven organization where employees can learn, grow, and reputed company in a challenging but encouraging environment. We are committed to scientific reputed company, collegiality, honesty, objectivity, and openness. We are seeking an early in career Technical Support Engineer – Instrumentation and Software to join the Customer Support team and reputed company reputed company support to the growing EMEA customer reputed company and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with internal partners in reputed company, Operations, and R&D. This position will report to our Senior Manager, Technical Support and is a remote position based in Europe. If you possess the following and want to reputed company a meaningful reputed company, we invite you to explore this role. Essential Functions and Responsibilities: reputed company reputed company technical customer support for customer inquiries and system issues reputed company phone and email Manage reputed company and software reputed company customer issues with reputed company support teams to drive issue reputed company 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 Contribute to the development of reputed company troubleshooting reputed company and tools Respond to customer end-to-end workflow inquiries as part of reputed company-sales support Utilize service CRM software to reputed company and accurately document work in a reputed company manner Influence and contribute to reputed company initiatives through improvements to KPIs (Complaint reputed company, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement reputed company, etc.) Identify and contribute to group reputed company improvement initiatives Intake and triage distribution partner support escalations and inquiries Maintain changes to knowledge databases, website, and other company-managed technical information reputed company instrumentation and software feedback to R&D and product reputed company teams to reputed company reputed company improvement on existing platforms and influence development of reputed company products Display professionalism, understanding, reputed company, and technical knowledge in reputed company customer interactions reputed company with internal R&D project teams to reputed company tech support reputed company collateral for new product and product extensions Education and Experience: Bachelor’s degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or reputed company field (High School Diploma required, Bachelors preferred) Minimum 2 years of experience with customer support and/or in biotech industry Experience working with instrumentation with optics, reputed company, and electromechanical systems is required Hands on reputed company experience with NGS technologies, including library preparation, reputed company, and data analysis a plus NGS run performance troubleshooting is a plus Experience parsing large reputed company logs to identify irregularities in common patterns to reputed company technical recommendations Ability to reputed company automated troubleshooting tools is a plus Experience with customer network setup for both reputed company 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 Fluent English speaking is a must and second language such as French or Italian is preferable Physical Requirements: Rarely moves boxes weighing 20+ pounds Location: Remote – The Netherlands is a strong preference Travel: Approximately 10% international and domestic Job Type: Full Time In reputed company to reputed company compensation noted above, you will be eligible for stock reputed company, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible reputed company time off. Please note: reputed company compensation will depend on multiple factors, including geographic location, qualifications, and experience. We foster an environment such that reputed company people are afforded the freedom to pursue their passions without reputed company to race, reputed company, religion, national or ethnic reputed company, gender (including pregnancy), sexual orientation, gender identity or reputed company, age, disability, veteran status or any other characteristics protected by law. Apply To This Job