Technical Support Engineer

About the role

Element Biosciences is seeking an early career Technical Support Engineer - Instrumentation and Software to join our Customer Support team and provide frontline support to the growing EMEA customer base and regional distribution partners. This role requires exceptional technical proficiency, customer management skills, and the ability to work cross functionally with internal partners in Commercial, Operations, and R&D. The successful candidate will report to our Senior Manager, Technical Support and will be based in a remote location within Europe, with a strong preference for candidates located in the Netherlands. You will own the end-to-end resolution of instrument and software-related issues while contributing directly to customer success and continuous improvement initiatives. This position is ideal for someone passionate about empowering the scientific community and accelerating collective impact on humanity through flexible, product-driven support.

Key facts

What you'll do

• Provide frontline technical customer support for customer inquiries and system issues via phone and email.
• Manage Instrument and software related customer issues with internal and external support teams to drive 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.
• Contribute to the development of instrument troubleshooting methods and tools.
• 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 contribute to customer success initiatives through improvements to KPIs (Complaint Rate, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement Rate, etc.).
• Identify and contribute to group continuous improvement initiatives.
• Intake and triage distribution partner support escalations and inquiries.
• Maintain changes to knowledge databases, website, and other company-managed technical information.
• Provide instrumentation and software feedback to R&D and product quality teams to develop continuous improvement on existing platforms and influence development of future products.
• 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.

Requirements

• Bachelor's degree in Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related 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, microfluidics, and electromechanical systems is required.
• Hands on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis a plus.
• NGS run performance troubleshooting is a plus.
• Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations.
• Ability to develop automated troubleshooting tools is a plus.
• 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.
• Fluent English speaking is a must and second language such as French or Italian is preferable.

Nice to have

• Hands-on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis.
• Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations.
• Ability to develop automated troubleshooting tools.
• Experience with customer network setup for both pre and post sales support.

Practical notes

This is a remote position based in Europe with a strong preference for candidates located in the Netherlands. The role may require customer support during non-regular business hours, so flexibility in working hours is essential. Fluency in English is mandatory, and proficiency in a second European language such as French or Italian is preferable. The position involves rare handling of boxes weighing 20+ pounds. Applicants must meet the listed education and experience requirements without exception.