Technical Support Engineer I

Repligen Corporation; Osterreich; Vor Ort; PEN 207.000 - 311.000; Vollzeit

Zusammenfassung

Repligen Corporation is seeking a motivated Technical Support Engineer I to join our Service team. You will provide technical support to customers, Field Service Engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.

This role emphasizes documenting technical cases, collaborating across teams, and contributing to knowledge bases while expanding expertise in bioprocessing technologies.

Qualifikationen

• Bachelor's degree or equivalent in engineering or life sciences.
• 2-3 years of relevant experience in technical support or engineering.
• Proficiency in written and spoken English with strong communication.

Aufgaben

• Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other channels.
• Develop and maintain knowledge of Repligen's product portfolio, bioprocessing applications, system components, software, and related technologies.
• Gather relevant technical information, provide updates, and support a positive customer experience.
• Diagnose technical issues using a structured approach and guide customers toward resolution.
• Document and manage technical cases in Salesforce with troubleshooting findings and resolutions.

Kenntnisse

Troubleshooting

Customer-focused communication

English proficiency

Team collaboration

Independent work

Ausbildung

Bachelor's degree in Engineering, Biotechnology, Life Sciences, or related field

Jobbeschreibung

Repligen is seeking a motivated and detail-oriented Technical Support Engineer I to join our Service team.

In this role, you will provide technical support to customers, Field Service Engineers, commercial teams, and internal stakeholders using Repligen bioprocessing products and technologies.

You will play an important role in ensuring a positive customer experience by responding to technical inquiries, supporting troubleshooting activities, documenting and managing technical cases, and collaborating across teams to drive issues toward resolution.

This is an excellent opportunity for someone with a strong technical foundation, excellent communication skills, and an interest in developing deeper expertise in bioprocessing technologies, equipment, software, and customer-facing technical support.

What You'll Do

• Provide timely and effective technical support to customers and Repligen team members via phone, email, video conferencing, and other communication channels. Troubleshoot hardware, software, process, and system-related inquiries.
• Develop and maintain strong working knowledge of Repligen's product portfolio, bioprocessing applications, system components, operating software, and related technologies.
• Work directly with customers and internal stakeholders to understand reported issues, gather relevant technical information, provide clear updates, and support a positive customer experience.
• Analyze and diagnose technical issues using a structured approach, identify potential causes, recommend next steps, and guide customers or internal teams toward resolution.
• Manage technical support cases in Salesforce, accurately documenting customer inquiries, troubleshooting activities, technical findings, communications, and resolutions.
• Create, review, and update troubleshooting guides, FAQs, technical notes, work instructions, manuals, and internal knowledge articles.
• Partner with Field Service, Service Scheduling, Product Management, Engineering, Quality, Sales, and other teams to resolve customer issues and share product feedback.
• Coordinate follow-up activities such as replacement parts, RMA support, Field Service requests, and escalation of complex technical issues.
• Participate in product training, technical workshops, and knowledge-sharing activities to continuously strengthen technical expertise.

Qualifications

• Bachelor's degree or equivalent relevant experience in Engineering, Biotechnology, Life Sciences, Chemistry, or a related technical field.
• 2-3 years of relevant experience in technical support, engineering, manufacturing, equipment service, or a similar technical environment.
• Strong troubleshooting and problem-solving skills, with the ability to work through technical issues in a structured manner.
• Experience working with technical equipment, instrumentation, software, or engineered systems.
• Strong written and verbal communication skills with a customer-focused approach.
• Ability to work independently while collaborating effectively across teams.
• Proficiency in written and spoken English.
• Willingness to travel occasionally for training and customer support.