Technical Support Engineer

SPT Labtech; Cambridge; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Private medical insurance

Company pension

Annual discretionary bonus

Job summary

SPT Labtech is seeking a Technical Support Engineer to be the go-to specialist for instrument issues at our Melbourn site in Cambridgeshire. You will diagnose and resolve hardware, software and application problems remotely, support Field Service Engineers, and feed insights back to product teams.

You’ll work closely with Engineering and R&D, document investigations, and contribute to knowledge bases while delivering a professional customer experience across our liquid handling and sample

Qualifications

• Experience providing technical support in laboratory automation, scientific instrumentation or medical devices.
• Strong analytical and fault-finding skills across hardware and software.
• Excellent communication and ability to explain complex technical information.

Responsibilities

• Provide first and second-line technical support via telephone, email, remote desktop and video conferencing.
• Diagnose hardware, software and application issues; interpret logs to identify root causes.
• Resolve customer issues remotely where possible and support Field Service Engineers when needed.
• Collaborate with Engineering/R&D to investigate product issues and contribute to validation/testing.

Skills

Technical support

Diagnostics

Windows OS

Networking basics

Documentation

Customer focus

Education

Engineering HNC/HND or Science degree in automation

Tools

CRM system

Remote access tools

Video conferencing

Job description

We're looking for a talented Technical Support Engineer to help with product support for our customers. This is a site-based technical role at the centre of our European service operation in Melbourn, Cambridgeshire. You will be the person customers and Field Service Engineers come to when an instrument is not behaving, diagnosing and resolving issues remotely across our full portfolio: mosquito, dragonfly, firefly and apricot liquid handling, comPOUND, comPACT and arktic sample management.

Day to day you will handle first and second line service engineering support by telephone, email, remote session and video conferencing, interpret instrument logs and diagnostic data to find root causes, and resolve as much as possible without an engineer having to travel. You will also be the technical sounding board for the field team before, during and after customer visits, and the route back into R&D and Product Management when a fault turns out to be a product issue.

This role is based at our Melbourn site five days per week, with no overnight travel. If you have the diagnostic instincts of a field engineer but want predictable hours and the chance to build genuine depth across a product portfolio, this is that kind of role. There is a clear path from here into senior technical support, applications, field service or product roles as you develop.

About us:

Based in Melbourn, Cambridgeshire, United Kingdom. SPT Labtech makes products that transform the way scientists work. For decades, our expert scientists, engineers and business innovators have provided scientists with world-leading, innovative solutions for liquid handling, sample preparation, and sample management that help accelerate research and make a real difference to human health. We work collaboratively with our customers, building trusted relationships that enable us to deliver exceptional, personalised experiences designed for real-world challenges in the lab.

Want to be part of a team that’s truly making a difference?

Your key responsibilities will include:

Technical Support

• Provide first and second-line technical support via telephone, email, remote desktop and video conferencing.
• Diagnose hardware, software and application-related issues using structured troubleshooting techniques.
• Resolve customer issues remotely whenever possible, minimising instrument downtime.
• Escalate complex technical issues appropriately while maintaining ownership until resolution.
• Support Field Service Engineers with technical advice before, during and after customer visits.
• Interpret instrument logs, error reports and diagnostic data to identify root causes.

Customer Experience

• Deliver a professional, responsive and customer-focused support experience.
• Manage customer expectations through clear communication and regular progress updates.
• Build strong working relationships with customers and become a trusted technical advisor.
• Ensure all customer interactions are accurately documented within the CRM/service management system.

Product & Engineering Support

• Work closely with Engineering and R&D teams to investigate product issues and reproduce customer-reported faults.
• Participate in root cause investigations and product improvement initiatives.
• Assist with software validation and testing where required.
• Provide technical feedback to Product Management regarding recurring customer issues and enhancement opportunities.

Knowledge Management

• Create and maintain technical documentation, troubleshooting guides and knowledge base articles.
• Share technical knowledge with colleagues across Service, Applications and Sales.
• Support the development and delivery of technical training for internal teams.

Continuous Improvement

• Identify trends from customer cases and recommend preventative actions.
• Contribute to improvements in support processes, documentation and service efficiency.
• Support Quality and Regulatory activities where technical investigations are required.
• Participate in continuous improvement initiatives aimed at enhancing customer satisfaction and reducing repeat issues.

Skills & Attributes

You will be:

• Curious and technically minded, with a genuine appetite for solving complex problems.
• Customer-focused, building confidence through professionalism and technical expertise.
• Calm under pressure and able to prioritise several live issues at once.
• Collaborative, working closely with colleagues across global functions.
• Organised and detail-oriented, with accurate documentation and reliable follow-up.
• Proactive in identifying opportunities to improve products, processes and customer experience.
• Committed to continuous learning and building deep technical expertise.

The essentials:

• Experience providing technical support within laboratory automation, scientific instrumentation, medical devices or a similar technical environment.
• Education equivalent to at least one of the following: an engineering HNC or HND in Electrical, Mechanical or Electronic Engineering, or a Science degree with relevant automation instrument experience.
• Strong analytical and fault-finding skills across both hardware and software products.
• Confident interpreting log files, error codes and diagnostic output.
• Working knowledge of Windows operating systems, basic networking and remote access tools.
• Experience using a CRM or service management system.
• Excellent verbal and written communication skills, and the ability to explain complex technical information to both technical and non-technical audiences.
• Ability to prioritise multiple issues in a fast-paced environment.
• Proficient in Microsoft Office applications.

Desirables:

• Experience with liquid handling, robotics or automated sample management systems.
• A second European language, given the customer base our European service team supports would be an advantage but not essential.
• Familiarity with instrument control software, scripting or databases.

Our commitment to you:

You’ll be working with talented professionals in a motivated and driven team.

We offer a competitive salary package and comprehensive, valued benefits, including private medical insurance, a generous pension plan and an annual discretionary bonus.

We embrace diversity and inclusivity, regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status. We prioritise supporting our employees’ diverse needs as we strive for excellence together.