Technical Support Engineer

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Deliver frontline technical support for customer inquiries and system-related issues through phone and email communications.

• Collaborate with internal and external support teams to manage customer issues related to instruments and software, ensuring effective resolution.

• Assess general customer complaints, distinguishing between application, software, and hardware concerns.

• Work closely with regional and global field service and applications teams to swiftly identify and resolve customer workflow challenges.

• Assist in the creation of troubleshooting methods and tools for instruments.

• Address customer workflow inquiries as part of pre-sales assistance.

• Employ service CRM software to accurately log and dispatch work in a timely fashion.

• Impact customer success initiatives by enhancing key performance indicators (such as Complaint Rate, Mean Time to Repair, Mean Time Between Failures, Warranty Replacement Rate, etc.).

• Recognize and participate in group continuous improvement efforts.

• Handle and prioritize escalated support inquiries from distribution partners.

• Update knowledge databases, websites, and other technical information managed by the company.

• Provide feedback on instrumentation and software to R&D and product quality teams to foster ongoing improvements on existing platforms and shape future product development.

• Exhibit professionalism, empathy, tact, and technical expertise in all customer interactions.

• Collaborate with internal R&D project teams to create technical support-oriented materials for new products and extensions.

⛳️ Requirements

• A Bachelor's degree in Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or a related field (High School Diploma is required; Bachelor's is preferred).

• At least 2 years of experience in customer support and/or within the biotech sector.

• Required experience with instrumentation involving optics, microfluidics, and electromechanical systems.

• Hands-on experience with NGS technologies, covering library preparation, sequencing, and data analysis is advantageous.

• NGS run performance troubleshooting experience is a plus.

• Proficient in parsing large instrument logs to detect irregularities and create technical recommendations.

• Capability to develop automated troubleshooting tools is a plus.

• Experience with customer network configuration for both pre-sales and post-sales support is beneficial.

• Demonstrated skills in experimental design, data interpretation, and scientific documentation.

• Strong verbal and written communication abilities are essential.

• Competence in technical writing is necessary.

• Flexibility in working hours is required, as this role may involve customer support outside regular business hours.

• Fluency in English is mandatory, with a second language such as French or Italian being preferable.

🏝️ Benefits

• Stock options

• Discretionary annual bonus

• No-cost health insurance plans

• 401k with company match

• Flexible paid time off