Technical Support Engineer - EMEA

Technical Support Engineer – Instrumentation and Software (Remote, EMEA)

Company: Element Biosciences

Location: Remote – The Netherlands is a strong preference (Europe)

Job Type: Full Time

About Element Biosciences:
Element Biosciences is dedicated to empowering the scientific community with freedom and flexibility to accelerate collective impact on humanity. We foster a product-driven organization where employees can learn, grow, and thrive in a challenging yet encouraging environment, committed to scientific integrity, collegiality, honesty, objectivity, and openness.

About the Role:
We are seeking an early-in-career Technical Support Engineer to join our Customer Support team, providing frontline support to our growing EMEA customer base and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and cross-functional collaboration with Commercial, Operations, and R&D teams. You will report to the Senior Manager, Technical Support.

Essential Functions and Responsibilities:

• Provide frontline technical customer support for inquiries and system issues via phone and email.
• Manage instrument and software-related customer issues with internal and external support teams to drive 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 diagnose and address customer end-to-end workflow issues.
• Contribute to the development of instrument troubleshooting methods and tools.
• Respond to customer 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 instrumentation and software feedback to R&D and product quality teams for continuous improvement and future product development.
• Display professionalism, understanding, tact, and technical knowledge in all customer interactions.
• Interface with internal R&D project teams to develop tech support-centric collateral for new products and extensions.

Education and Experience:

• Bachelor’s degree in Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or related field (High School Diploma required, Bachelor’s preferred).
• Minimum 2 years of experience with customer support and/or in the biotech industry.
• Experience working with instrumentation involving optics, microfluidics, and electromechanical systems is required.
• Hands-on instrument experience with NGS technologies (library preparation, sequencing, data analysis) is a plus.
• NGS run performance troubleshooting is a plus.
• Experience parsing large instrument logs to identify irregularities and develop technical recommendations.
• Ability to develop automated troubleshooting tools is a plus.
• Experience with customer network setup for pre- and post-sales support is a plus.
• Proven experience in experimental design, data interpretation, and scientific documentation.
• Excellent verbal and written communication skills.
• Strong technical writing abilities.
• Flexibility in working hours is required (may include non-regular business hours).
• Fluent English speaking is a must; a second language such as French or Italian is preferable.

Physical Requirements:

• Rarely moves boxes weighing 20+ pounds.

Travel:

• Approximately 10% international and domestic travel.

Compensation & Benefits:

• Base compensation will depend on geographic location, qualifications, and experience.
• Eligible for stock options, discretionary annual bonus, no-cost health insurance plans, 401k with company match, and flexible paid time off.