Job Application for Technical Support Engineer

tags.new

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. 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 are seeking an early in career Technical Support Engineer to join the Customer Support team in the APJ region and provide frontline support to the growing APJ customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally across Engineering, Software, Informatics, and Applications disciplines. This position will report to our Senior Director, Global Service & Support and is a remote position based in the APJ region for optimal interactions with regional team members, customers, and distribution partners.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

Provide frontline technical customer support for customer inquiries and customer complaints via phone and email
Manage Instrument and Applications 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 and applications troubleshooting methods and tools
Respond to customer and distribution partner 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 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
Assist with the local deployment of tech support centric collateral for new product and product extensions

Education and Experience:

Bachelor’s degree Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field (High School Diploma required, Bachelors minimum 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
Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
Experience with informatics workflows is a plus
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
C2 or better English proficiency in verbal, reading, and written communications skills
Additional foreign language skills B2 or better a plus
Must have good technical writing abilities
Must be flexible in working hours as this position may require customer support during non-regular business hours

Physical Requirements:

Frequently moves boxes weighing 20+ pounds

Location:

Remote – APJ region

Travel:

Approximately 10% international and domestic

Job Type:

Full-time

In addition to base compensation, you will be eligible for stock options and discretionary annual bonus.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Create a Job Alert

Interested in building your career at Element Biosciences? Get future opportunities sent straight to your email.

First Name

Last Name

Country

Phone

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

What is your preferred name?

Are you over the age of 18?

Select...

What is your current location?

Are you willing to relocate if needed?

Select...

As of today’s date, are you legally authorized to work in the country in which the position is located?

Select...

If you are a foreign national, will you now or in the future require sponsorship for employment visa status?

Select...

If you answered, "yes" to the previous question, please provide additional context below.

Do you have any contractual restrictions on your employment?

Select...

Please provide your date of availability.

When you apply to a job on this site, the personal data contained in your application will be collected by Element Biosciences, Inc., (“Controller”), which is located at 10055 Barnes Canyon Road, Suite 100, San Diego, CA 92121. Controller’s team responsible for data privacy can be contacted at Privacy@elembio.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards. If you can have any questions, please contact us at privacy@elembio.com. Your personal data will be retained by Controller for two (2) years for the purpose of Controller evaluating your application for employment. Your consent will be requested prior to Controller retaining the data longer than two (2) years. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Select...

GDPR Notification

I certify that the information I have provided to Element Biosciences on this application is correct to the best of my knowledge and I understand that any falsifications, misrepresentations, and/or omissions may result in my disqualification for consideration of employment or, if subsequently employed, my dismissal.

Select...

If you have any additional requirements or would like to elaborate on any of your responses above, please use the text box below.

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply)

Select...

How would you describe your racial/ethnic background? (mark all that apply)

Select...

How would you describe your sexual orientation? (mark all that apply)

Select...

Do you identify as transgender?

Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning?

Select...

Are you a veteran or active member of the United States Armed Forces?

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Element Biosciences’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Technical Support Engineer - APJ

Apply for this job

U.S. Standard Demographic Questions

Voluntary Self-Identification

Voluntary Self-Identification of Disability