Technical Support Engineer II

pofft Technology Inc.; India; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Repligen in India is seeking a Technical Support Engineer II to join our service team. You will provide technical support to customers, field service engineers, commercial teams, and internal stakeholders, addressing inquiries, supporting troubleshooting, and documenting issues.

You will develop product knowledge, collaborate across functions, manage cases in Salesforce, contribute to technical documentation, and help drive issue resolution while maintaining a strong focus on customer success.

Qualifications

• Bachelor’s degree or equivalent in a relevant field and 3+ years in bioprocessing or life sciences support.
• Ability to independently troubleshoot technical issues using a structured approach.
• Experience with documenting issues and communicating resolutions clearly.

Responsibilities

• Provide timely and effective technical support to customers and team members via phone, email, video conferencing and other channels.
• Develop and maintain knowledge of Repligen’s product portfolio and bioprocessing technologies.
• Engage with customers professionally, gather information, provide updates, and support a positive experience.
• Troubleshoot, diagnose issues, identify causes, and guide resolution with customers or teams.
• Manage support cases using Salesforce, documenting inquiries, steps, findings and outcomes.
• Assist in creating and updating technical documentation and troubleshooting resources.
• Collaborate with internal teams to support issue resolution and capture product feedback.
• Coordinate follow-up activities and escalation for unresolved or complex issues.
• Participate in training and knowledge-sharing to improve support capability.

Skills

Troubleshooting

Customer support

Technical communication

Cross-functional collaboration

Documentation

Education

Bachelor's degree in Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering

Tools

Salesforce

Job description

Technical Support Engineer II

Full Time

India

Repligen is seeking a motivated and detail-oriented Technical Support Engineer II to join our dedicated Service team. This role is responsible for providing technical support to customers, field service engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies. As a Technical Support Engineer II, you will help ensure customer success by responding to technical inquiries, supporting troubleshooting activities, documenting customer issues, and collaborating with internal teams to drive cases toward resolution. This position is ideal for someone with a strong technical foundation, excellent communication skills, and an interest in developing expertise in bioprocessing equipment, service support, and customer-facing technical problem solving.

Key Responsibilities:

Technical Support: Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other communication channels. Support troubleshooting of product hardware, software, process, and system-related inquiries.

Product Knowledge: Develop and maintain a strong working knowledge of Repligen ’s product portfolio, bioprocessing applications, system components, operating software, and related technologies.

Customer Engagement: Communicate professionally with customers and internal stakeholders to understand reported issues, gather necessary information, provide updates, and support a positive customer experience.

Troubleshooting and Problem Solving: Assist in analyzing and diagnosing technical issues, identifying possible causes, recommending next steps, and guiding customers or internal teams through the resolution process.

Case Management and Documentation: Manage support cases using Salesforce to document customer inquiries, troubleshooting steps, technical findings, communications, and resolution details. Ensure case records are accurate, complete, and maintained in accordance with internal procedures.

Technical Documentation: Assist in creating, reviewing, and updating technical documentation, including troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.

Cross-Functional Collaboration: Work closely with Technical Support, Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other internal teams to support customer issue resolution and communicate product feedback.

Service Coordination: Support coordination of follow-up activities, including replacement part requests, RMA support, field service dispatch requests, and escalation of unresolved or complex technical issues.

Training and Development: Participate in product training, technical workshops, and internal knowledge-sharing activities to build technical proficiency and improve customer support capability.

Continuous Improvement: Identify recurring customer issues, documentation gaps, support process improvements, and opportunities to improve the customer and field service support experience.

Qualifications:

• A bachelor’s degree and or equivalent related experience in a relevant field (e.g., Bioengineering, Biotechnology, Chemistry, Life Sciences or Engineering related).
• A minimum of 3 years of experience supporting bioprocessing equipment, biopharmaceutical manufacturing operations, process development, applications, technical support, field service, or related life sciences activities.
• Ability to independently troubleshoot technical issues using a structured and logical approach.
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