Technical Support Engineer

Key Responsibilities

• Customer Onboarding & Ongoing Support: Lead the installation, commissioning, calibration, and user training of scientific instruments for new customers, ensuring seamless adoption and efficient use in their research and operations.
• Proactive Success Management: Monitor instrument performance and usage data, conduct regular follow-ups and reviews, proactively identify and resolve potential issues, and share best practices to help customers enhance experimental efficiency and research outcomes.
• Technical Issue Resolution: Act as a technical expert, providing timely and effective troubleshooting and repair for complex issues via remote or on-site support, ensuring minimal disruption to customer workflows.
• Customer Relationship & Value Expansion: Build long-term, trusted relationships with customers; gain a deep understanding of their research goals and business objectives to identify opportunities for renewals, upgrades, and new requirements, working closely with the sales team to drive growth.
• Case Management & Documentation: Log and track all technical support cases in the company’s database, and create and maintain high-quality documentation including Service Manuals, Technical Notes, Knowledge Base articles, Service Data Bulletins, and Site Preparation guides.

• Bachelor's degree or above in Life Sciences or Engineering. A strong understanding of experimental design and analytical workflows in biological nanoparticle characterisation (e.g. extracellular vesicles, viral vectors, liposomes) is highly desirable.
• Hands‑on experience in technical support, applications, or method development roles within scientific instrumentation, particularly those related to nanoparticle analysis, flow cytometry, or other high‑resolution analytical platforms. Ability to understand customer protocols and contribute to workflow optimisation is a strong advantage.
• Clear, confident, and professional communication skills in customer‑facing scientific environments, acting as a trusted advisor to customers.
• Strong logical and diagnostic abilities with structural thinking and a methodical problem‑solving approach.
• High standards for data accuracy, documentation quality, and procedural compliance.
• Strong sense of ownership over both customer outcomes and company reputation.