Senior Technical Support Engineer

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, elevate 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 #J-18808-Ljbffr Madrona Venture Labs