Senior Product 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 deep, hard science 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 Sr. Product Support Engineer to join our growing team. As a Product Support Engineer, you will perform installations, troubleshooting, instrument repairs, and preventative maintenance on our Proteomic Analysis System, both on internal and external, customer-installed instruments. You will work closely with our Systems Integration, Engineering, and Software functions to develop deep knowledge of the system and experimental workflow.

This position will report to the Field Service Engineering Associate Director and is located in San Carlos, CA.

Responsibilities

• Maintain, install, and repair Nautilus products at both internal and external customer sites

• Work independently to resolve all assigned customer and technical issues

• Perform validation services (IQ/OQ) of hardware and software

• Identify, analyze, and diagnose product complaints at customer's location

• Act as customer advocate to ensure usability and training

• Complete necessary administrative duties such as logging and reporting of service activities, expense reporting, inventory, etc.

• Develop support documentation and processes

Requirements

• 4-8 years of relevant experience working in the service & support of complex instrumentation is required

• Associate’s degree (A.S./A.A.S.) or Bachelor’s degree (B.S./B.A.) in Life Sciences, Physics, Engineering, Mechatronics, or equivalent experience (e.g. Military Certificates in electronics) is required with domain knowledge in one or more of the following areas: optics (lasers), fluidics, and/or motion control is highly desired.

• Prior experience servicing complex life science instruments is required

• Prior experience as a support engineer and deep familiarity with the processes/ techniques involved

• Demonstrated experience in troubleshooting and following problem-solving procedures

• Excellent verbal and written communication and interpersonal skills

• Proficient knowledge of electrical and electromechanical technology and all required safety protocols

• Ability to multi-task and prioritize is required

• The ability and willingness to lift up to 50lbs

• Possess the ability to walk, stand, carry materials, stoop, kneel, and bend at the waist

• Up to 70% travel required

• A valid driver’s license and passport

• Knowledge of hand tools and proper usage, including a digital multimeter and laser power meter