[Remote] Technical Support Engineer - APJ at Element Biosciences

Tokyo, Tokyo, Japan

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Life SciencesIndustries

Requirements

Bachelor’s degree in Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field (High School Diploma required, Bachelor’s 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
Hands-on instrument experience with NGS technologies, including library preparation, sequencing, and data analysis (plus)
Experience parsing large instrument logs to identify irregularities in common patterns to develop technical recommendations
Experience with informatics workflows (plus)
Ability to develop automated troubleshooting tools (plus)
Experience with customer network setup for both pre- and post-sales support (plus)
Proven experience in experimental design, data interpretation, and scientific documentation
C2 or better English proficiency in verbal, reading, and written communication skills
Additional foreign language skills B2 or better (plus)
Good technical writing abilities
Flexible in working hours (may require support during non-regular business hours)
Based in the APJ region (remote position)

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

Skills

Key technologies and capabilities for this role

Technical SupportCustomer SupportTroubleshootingCRM SoftwareInstrument SupportApplications SupportSoftware SupportHardware SupportWorkflow ManagementTriagePhone SupportEmail Support

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position based in the APJ region for optimal interactions with regional team members, customers, and distribution partners.

What education and experience are required for this role?

A Bachelor’s degree in Bioengineering, Electrical Engineering, Computer Science, Mechanical Engineering, or related field is preferred (High School Diploma required), with a minimum of 2 years of experience with customer support.

What key skills are needed for the Technical Support Engineer role?

The role requires exceptional technical proficiency, customer management skills, and the ability to work cross-functionally across Engineering, Software, Informatics, and Applications disciplines.

What is the company culture like at Element Biosciences?

Element Biosciences has a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment, committed to scientific integrity, collegiality, honesty, objectivity, and openness.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates possess a relevant Bachelor’s degree, at least 2 years of customer support experience, exceptional technical proficiency, customer management skills, and the ability to work cross-functionally.

Element Biosciences

Next-generation sequencing technology provider

About Element Biosciences

Element Biosciences focuses on next-generation sequencing (NGS) technology, offering the AVITI System, a compact benchtop device that provides high-quality sequencing at a low cost of $1 per million reads. This system is designed for various clients, including academic researchers and pharmaceutical companies, and delivers industry-leading accuracy. Element Biosciences stands out by partnering with other biotech firms, like QIAGEN, to provide complete NGS workflows and by offering the 2023 AVITI for All Grant, which gives free sequencing for diverse applications. The company's goal is to make high-quality sequencing accessible and affordable to accelerate advancements in biotechnology.

San Diego, CaliforniaHeadquarters

2017Year Founded

$659.5MTotal Funding

SERIES_DCompany Stage

Biotechnology, HealthcareIndustries

201-500Employees

Benefits

100% company-paid medical, dental, & vision coverage

Flexible spending & health savings accounts

Premier mental health care

401(k) with immediately vested 4% company match

Company-paid Life and AD&D insurance

Stock option grants

Flexible time off

10 paid annual holidays

8-weeks paid parental leave

Risks

Increased competition from companies like Illumina may impact market share.

Rapid technological advancements require continuous innovation, straining resources.

High cost of AVITI24 may limit adoption among smaller research institutions.

Differentiation

Element Biosciences offers the AVITI System, a low-cost, high-quality sequencing platform.

The company's proprietary technology improves signal-to-noise ratio, enhancing sequencing data quality.

Strategic partnerships with firms like QIAGEN provide comprehensive NGS workflows for clients.

Upsides

AVITI24 platform integrates sequencing and multiomic analysis, revolutionizing cancer research.

Record growth in AVITI System installations indicates strong market demand and acceptance.

Recent executive appointments highlight commitment to leveraging AI for product optimization.

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