Senior Technical Support Engineer

Technical Support Engineer

At Nautilus, we have a big and important mission: improve the health of millions by unleashing the potential of the proteome to accelerate drug development and enable a new world of precision and personalized medicine. We are developing a single-molecule protein analysis platform of unprecedented sensitivity, scale, and ease of use that we believe will democratize access to the proteome – one of the most dynamic and valuable sources of biological insight. To accomplish this, we are pursuing hard scientific problems with an entrepreneurial mindset and creating a world-class team of builders, innovators, and dreamers across a wide range of disciplines.

We are hiring for a Technical Support Engineer to join our growing team. The Technical Support Engineer serves as the primary point of coordination between R&D, Product Support, and internal stakeholders to ensure instrument and assay issues are resolved quickly and efficiently. This role owns Tier 1 issue resolution, complaint handling, and assay coordination, and is central to building scalable support processes as Nautilus moves toward commercial operations. The ideal candidate combines strong technical knowledge of life science instrumentation with excellent organizational and communication skills.

Responsibilities

• Serve as the primary liaison between R&D, Product Support, and internal experimentalist teams to ensure clear, timely communication on instrument and assay issues
• Act as first point of contact for technical inquiries from internal users, including questions about product usage, instrument performance, and assay protocols
• Triage, prioritize, and track all incoming support requests through the Jira ticketing system; ensure issues are routed to the appropriate teams and resolved within established timelines
• Resolve Tier 1 issues directly whenever possible, escalating to senior support engineers or R&D as appropriate
• Own standard assay coordination: ensure coverage for assay execution, assist with data analysis, escalate failures, and organize cross-functional discussions when needed
• Implement and maintain a formal complaint-handling process to ensure issues are logged, tracked, and escalated to the appropriate stakeholders in an organized manner
• Coordinate support activities including scheduling, prioritization, and follow-through to maximize instrument uptime and utilization
• Perform basic troubleshooting of hardware, software, fluidic, and assay-related issues; document findings clearly in Jira and internal tracking systems
• Contribute to root cause identification by capturing field and lab observations and feeding structured feedback to Engineering and Product teams
• Create and maintain troubleshooting guides, support procedures, assay coordination protocols, and knowledge base articles
• Follow complaint handling, nonconformance, and CAPA processes; ensure support activities comply with company quality system requirements
• Support the development and transition to scalable support processes including published dashboards, standardized escalation paths, and improved uptime tracking
• Partner with Engineering, Manufacturing, and Applications teams to communicate recurring issues and inform product improvement
• Assist in validating fixes, service bulletins, and design changes as directed by senior engineering staff

Requirements

• Bachelor's degree in Biology, Biochemistry, Bioengineering, or a related technical field
• 5+ years of experience in a technical support role, preferably in biotech, life sciences, or analytical instrumentation
• Hands-on experience with laboratory instrumentation and assay workflows; familiarity with proteomics, genomics, or similar platforms is a plus
• Experience using Jira or similar ticketing and issue-tracking systems for support management
• Strong troubleshooting and structured problem-solving skills; ability to diagnose and resolve technical issues independently or with minimal guidance
• Excellent written and verbal communication skills; comfortable interfacing with scientists, engineers, and cross-functional stakeholders
• Highly organized with the ability to manage multiple open issues simultaneously in a fast-paced environment
• Familiarity with quality management systems, complaint handling, and nonconformance processes preferred
• Proficiency with standard data analysis tools (e.g., Excel, Python, or similar); ability to assist with basic experimental data review
• Ability to work both independently and collaboratively across teams; comfortable with ambiguity and evolving processes
• Willingness to be hands-on in a lab environment and engage directly with instruments and assay execution as needed

Nautilus Team Culture

• We are determined to do whatever it takes to get our platform into the hands of researchers who will use it to upend the status quo in basic research and healthcare.
• We work on cross functional teams, wear many hats, take risks to work through uncertainty, enjoy working collaboratively on challenging problems, and celebrate one another's victories.
• We go above and beyond, but also strive to provide a supportive atmosphere of colleagues who are willing to lend a helping hand and make working at Nautilus not only fulfilling in its end goals, but enjoyable on a day-to-day basis.

Our Values:

• Be Excellent
• Be a Good Human
• Catalyze Customer Success
• Dream Big
• Drive for Results
• Enjoy the Voyage
• Succeed as One Team