Technical Support Engineer, Software

Remote Customer Support Full-time
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We are passionate about our mission to develop high performing products to study genomics in an unprecedented flexibility and to understand biology for the improvement of healthcare. 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 offer excellent benefits, which include a 401K plan, competitive health benefits, flexible vacation, and equity incentives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Element is actively seeking a Technical Support Engineer, Software to join the Customer Support team and assist with addressing software-specific technical concerns for our customers. This position requires exceptional technical skills and an ability to think on your feet. Excellent soft skills will also be required to assist customers over phone calls, meetings, and email.

What will you be doing?

  • Partner closely with the field team to quickly diagnose and repair software related instrument issues
  • Assist with networking setup, software upgrades, and instrument enhancements in the field
  • Manage new software releases and system configuration details
  • Take ownership to be an instrument Subject Matter Expert, spending time to understand the software architecture and interfaces
  • Ability to characterize and troubleshoot an applications, software, or hardware issues
  • Review instrument run logs and query databases, developing unique scripts where needed, to identify and troubleshoot issues over the phone
  • Provide feedback and drive design change recommendations with a strong end-user focus
  • Identifying root causes to software issues to influence and drive MTTR, MTBF
  • Define diagnostic tools and test procedures required for support of systems remotely and onsite
  • Develop creative and effective support strategies, guidance to service manuals, and creation of procedures for new products and product updates
  • Develop and validate service advanced software troubleshooting documentation
  • Provide guidance, mentoring, and training to associates of junior levels
  • Assessing maintenance/service needs and implementing a plan of action for onsite instrument service
  • Displaying professionalism, understanding, tact, and technical knowledge in all customer interactions
  • Collaborating with internal partners to resolve customer issues and improve processes
  • Utilizing service CRM software to dispatch and accurately document work in a timely manner
  • Provide the broader customer support team with troubleshooting debriefs and regular updates/training on software changes/procedures
  • TRAVEL REQUIRED IS APPROXIMATELY 10%.

What skills / experience do you need?

REQUIRED SKILLS/ABILITIES:

  • Experience interfacing with SaaS, PaaS, and data analysis software development teams
  • Analyze problems in existing systems, troubleshoot, and develop solutions
  • Proven track record of working on teams that have taken products from concept to market
  • Proficiency in scoping and building software diagnostic tools
  • Comprehensive knowledge in the following technologies:
  • Linux & Microsoft Operating Systems
  • Ubuntu, SQL, Command Line, FPGA, Embedded Systems, PowerShell, Git
  • DataDog, Snowflake
  • Networking, SSH, TCP/IP, DNS, cloud storage
  • Proficient with optimization and analysis tools (e.g. MATLAB, Python, etc.)
  • Experience servicing, implementing, and characterizing complex optical systems and modules
  • Experience working with instrumentation, microfluidics, and pneumatic systems is a plus
  • 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

EDUCATION:

  • Bachelor’s degree Programming, Bioengineering, Computer Science, or related field (High School Diploma required, Bachelors preferred, or equivalent military training)
  • Minimum 5 years of experience with customer support and/or in biotech industry