Technical Support Engineer I

Role overview Provide technical support for bioprocessing products and systems, helping customers and internal teams investigate issues and reach resolution. The work combines customer communication, structured troubleshooting, case management, and collaboration with service, engineering, quality, and commercial groups. It also offers opportunities to build product and application expertise through training and shared technical resources.

Responsibilities - Respond to technical questions by phone, email, video call, and other channels, keeping customers and colleagues informed. - Troubleshoot hardware, software, process, and system concerns; gather relevant details, assess likely causes, and recommend next steps. - Record inquiries, investigation steps, communications, findings, and resolutions in a case management system. - Create and maintain troubleshooting guides, FAQs, work instructions, manuals, and internal knowledge articles. - Coordinate with field service, scheduling, product, engineering, quality, and sales teams to resolve issues and share product feedback. - Arrange follow-up such as replacement parts, return authorization support, field service requests, or escalation of complex cases.

Requirements - Bachelor’s degree or equivalent relevant experience in engineering, biotechnology, life sciences, chemistry, or a related technical field. - Two to three years of experience in technical support, engineering, manufacturing, equipment service, or a similar technical setting. - Strong troubleshooting and problem-solving skills, with a structured approach to diagnosing technical issues. - Experience with technical equipment, instrumentation, software, or engineered systems. - Clear written and spoken English communication and a customer-focused approach. - Ability to work independently and collaborate across teams; willing to travel occasionally for training or customer support.