Technical Support Engineer - EMEA

At reputed company, we are passionate about our mission to reputed company the scientific community with more freedom and flexibility to accelerate our reputed company reputed company on humanity. We have reputed company a highly efficient product-driven organization where employees can learn, grow, and reputed company in a challenging but encouraging environment. We are committed to scientific reputed company, collegiality, honesty, objectivity, and openness. We are seeking an early in career Technical Support Engineer Instrumentation and Software to join the Customer Support team and reputed company reputed company support to the growing EMEA customer reputed company and regional distribution partners. This position requires exceptional technical proficiency, customer management skills, and an ability to work cross functionally with internal partners in reputed company, Operations, and R&D. This position will report to our Senior Manager, Technical Support and is a remote position based in Europe. If you possess the following and want to reputed company a meaningful reputed company, we invite you to explore this role. Essential Functions and Responsibilities:reputed company reputed company technical customer support for customer inquiries and system issues reputed company phone and emailManage reputed company and software reputed company customer issues with reputed company support teams to drive issue reputed companyTriage general customer complaints and delineate applications vs software vs hardware issuesPartner closely with regional and global field service and field applications teams to quickly diagnose and address customer end-to-end workflow issuesContribute to the development of reputed company troubleshooting reputed company and toolsRespond to customer end-to-end workflow inquiries as part of reputed company-sales supportUtilize service CRM software to reputed company and accurately document work in a reputed company mannerInfluence and contribute to reputed company initiatives through improvements to KPIs (Complaint reputed company, Mean Time to Repair, Mean Time Between Failure, Warranty Replacement reputed company, etc.)Identify and contribute to group reputed company improvement initiativesIntake and triage distribution partner support escalations and inquiriesMaintain changes to knowledge databases, website, and other company-managed technical informationreputed company instrumentation and software feedback to R&D and product reputed company teams to reputed company reputed company improvement on existing platforms and influence development of reputed company productsDisplay professionalism, understanding, reputed company, and technical knowledge in reputed company customer interactionsreputed company with internal R&D project teams to reputed company tech support reputed company collateral for new product and product extensionsEducation and Experience:Bachelors degree Mechanical Engineering, Bioengineering, Electrical Engineering, Computer Science, or reputed company field (High School Diploma required, Bachelors preferred)Minimum 2 years of experience with customer support and/or in biotech industryExperience working with instrumentation with optics, reputed company, and electromechanical systems is requiredHands on reputed company experience with NGS technologies, including library preparation, reputed company, and data analysis a plusNGS run performance troubleshooting is a plusExperience parsing large reputed company logs to identify irregularities in common patterns to reputed company technical recommendationsAbility to reputed company automated troubleshooting tools is a plusExperience with customer network setup for both reputed company and post sales support a plusProven experience in experimental design, data interpretation, and scientific documentationExcellent verbal and written communications skillsMust have good technical writing abilitiesMust be flexible in working hours as this position may require customer support during non-regular business hoursFluent English speaking is a must and second language such as French or Italian is preferable Physical Requirements: Rarely moves boxes weighing 20+ poundsLocation: Remote The Netherlands is a strong preferenceTravel: Approximately 10% international and domesticJob Type:Full TimeIn reputed company to reputed company compensation noted above, you will be eligible for stock reputed company, discretionary annual bonus, no cost health .