Technical Support Engineer – II

This is a fully remote position, open to applicants in India, +4 more countries.

📋 Description

• Deliver prompt technical assistance to customers and Repligen team members through various channels such as phone, email, and video conferencing.

• Aid in troubleshooting inquiries related to product hardware, software, processes, and systems.

• Develop and sustain a comprehensive understanding of Repligen’s product offerings, bioprocessing applications, system components, operating software, and associated technologies.

• Engage with customers and internal stakeholders to comprehend issues, gather information, provide updates, and foster a positive customer experience.

• Assess and diagnose technical problems, pinpoint potential causes, suggest next steps, and guide customers or internal teams towards resolution.

• Oversee Salesforce support cases, documenting inquiries, troubleshooting actions, technical findings, communications, and resolutions.

• Create, review, and revise troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.

• Collaborate with various teams including Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, and Sales.

• Manage requests for replacement parts, RMA support, field service dispatch requests, and escalations.

• Participate in product training sessions, technical workshops, and internal knowledge-sharing initiatives.

• Identify recurring customer challenges, gaps in documentation, opportunities for process improvements, and enhancements for customer and field service support.

⛳️ Requirements

• Bachelor’s degree and/or relevant related experience in fields such as Bioengineering, Biotechnology, Chemistry, Life Sciences, or Engineering.

• At least 3 years of experience in supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities.

• Capability to troubleshoot technical issues independently using a structured and logical approach.

• Knowledge of or experience with tangential flow filtration (TFF), automation platforms, and related life sciences technologies is highly advantageous.

• Familiarity with Repligen’s Systems portfolio, including KrosFlo KR2i, KMPi, RS Systems, FS15, FS500, and related filtration and process control technologies is preferred.

• Excellent interpersonal abilities, strong verbal and written communication skills, along with attention to detail.

• Proficiency in using Salesforce or comparable CRM/service management systems.

• Experience in creating and updating technical documentation such as protocols, manuals, SOPs, and work instructions.

• Desirable experience in installing, configuring, troubleshooting, or supporting software applications associated with bioprocessing equipment and automated manufacturing systems.

• Proven capability to interpret software alarms, system diagnostics, event logs, communication errors, and data generated by equipment.

• Beneficial familiarity with networking fundamentals, Windows operating systems, software deployment, and remote support tools.

• Knowledge of or proficiency in GMP, 21 CFR Part 11, and other life sciences regulations is highly beneficial.

• Strong problem-solving and analytical abilities.

• Capacity to work effectively within a global, cross-functional team.

• Ability to prioritize tasks and work independently to achieve set objectives.

• Must be fluent in English with robust verbal and written communication skills.

• Proven experience in supporting customers across Asia-Pacific markets.

• Additional proficiency in Japanese, Mandarin Chinese, or Korean is considered an asset.

• Willingness to travel occasionally for customer site visits and training.

🏝️ Benefits

• Willingness to travel occasionally for customer site visits and training.