Global Support Engineer

Elementbiosciences; San Diego (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Stock options

Discretionary annual bonus

No cost health insurance plans

401k with company match

Flexible paid time off

Job summary

Element Biosciences is seeking a Global Support Engineer at our San Diego HQ. This entry-level, salaried role supports NPI service readiness, triages escalations, and maintains SD HQ instrumentation while working with global teams to grow into Level 3 and NPI ownership.

The successful candidate will help develop service guides, training materials, and knowledgebase content, participate in product rollouts, and ensure robust documentation across subsystems including mechanical, fluidics, optics,

Qualifications

• Bachelors degree in Engineering required.
• 2–5 years of field service or technical support in instrumentation, biotech, medical device, or similar regulated industry.
• Working knowledge of system-level troubleshooting (mechanics, fluidics, optics, electronics, and SW/FW).
• Strong written and verbal communication skills; able to document technical issues clearly.
• Ability to work independently with moderate technical guidance and elevate appropriately.
• Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis, preferred.
• Experience in regulated environments (ISO 13485, GMP) a plus.

Responsibilities

• Support NPI service readiness activities such as service guide development, development of tools and spares BOMs, and service test processes.
• Participate in first-wave rollout and support for new product introductions and product extensions.
• Assist in developing training materials for Regional Technical Leads and Field Service Engineers ahead of product launch.
• Contribute to global knowledgebase content to ensure readiness prior to launch.
• Perform Service Regression Procedure testing for product extension and changes.
• Author and maintain service bulletins and knowledgebase articles for routine and recurring issues.
• Support standardization of troubleshooting documentation and escalation records.
• Maintain SD HQ instrumentation supporting Service Training and internal validation testing.
• Partner with R&D, Product Support, and Regional Tech Leads on service-related feedback and product improvement input.
• Participate in service process improvement discussions and contribute to standardization efforts.

Skills

Field service experience

Troubleshooting

Strong written communication

Strong verbal communication

Independent work style

NGS familiarity

Regulated industry experience

Education

Bachelors degree in Engineering

Job description

At Element Biosciences, we are passionate about our mission to empower the scientific community with more freedom and flexibility to accelerate our collective impact on humanity. We have built a highly efficient product-driven organization where employees can learn, grow, and thrive in a challenging but encouraging environment. We are committed to scientific integrity, collegiality, honesty, objectivity, and openness.

The Global Support Engineer is an entry point into the Global Service technical ladder, based at Element San Diego HQ. This role contributes to New Product Introduction (NPI) service readiness, provides technical escalation support, supports and maintains SD HQ instrumentation, and contributes to a verity of Service & Support strategic programs. This role is a salaried, centralized role that can provide dispatch support but does not carry primary account ownership or field territory assignment. Reporting to the Global Service Lead, the GSE 2 works closely with Global Support Engineers and Applications Scientists, Regional Field Service Managers and Technical Leads, Global Technical Support Agents, and Product Support to triage escalations, build service documentation, and grow into broader Level 3 and NPI ownership over time.

If you possess the following and want to make a meaningful impact, we invite you to explore this role.

Essential Functions and Responsibilities:

• Support NPI service readiness activities such as service guide development, development of tools and spares BOMs, and service test processes
• Participate in first-wave rollout and support for new product introductions and product extensions
• Assist in developing training materials for Regional Technical Leads and Field Service Engineers ahead of product launch
• Contribute to global knowledgebase content to ensure readiness prior to launch
• Perform Service Regression Procedure testing for product extension and changes
• Author and maintain service bulletins and knowledgebase articles for routine and recurring issues
• Support standardization of troubleshooting documentation and escalation records
• Maintain and update technical reference materials as products and procedures evolve
• Apply engineering analysis across mechanical, fluidics, optics, electronics, and SW/FW subsystems to diagnose root cause and determine the appropriate resolution path for escalated technical issues, exercising independent judgment on complexity, risk, and resolution strategy
• Serve as a technical escalation resource to Field Service Engineers, providing on-site diagnostic support for complex or unresolved cases outside standard field-level troubleshooting scope
• Evaluate returned field parts to identify failure patterns and inform engineering and field-facing recommendations
• Maintain SD HQ instrumentation supporting Service Training and internal validation testing
• Partner with R&D, Product Support, and Regional Tech Leads on service-related feedback and product improvement input
• Participate in service process improvement discussions and contribute to standardization efforts

Education and Experience:

• Bachelors degree in Engineering (Mechanical, Electrical, Biomedical, or related discipline) required
• 2-5 years of experience in field service or technical support within complex instrumentation, biotech, medical device, or similar regulated industry
• Working knowledge of system-level troubleshooting (mechanics, fluidics, optics, electronics, and SW/FW)
• Strong written and verbal communication skills; able to document technical issues clearly
• Ability to work independently with moderate technical guidance and elevate appropriately
• Hands-on familiarity with NGS technologies, including library preparation, sequencing, and data analysis, preferred
• Experience in regulated environments (ISO 13485, GMP) a plus
• Prior experience supporting product launches or NPI activities a plus

Physical Requirements:

• Ability to lift up to 20 pounds
• Must be flexible in working hours as this position may require customer support during non-regular business hours

Location:

• San Diego - on-site

Travel:

• Approximately 10-20% travel, primarily domestic, in support of NPI and escalations

Job Type:

• Full-time, Exempt

Base Compensation Pay Range:

• $90,000 - $110,000

In addition to base compensation noted above, you will be eligible for stock options, discretionary annual bonus, no cost health insurance plans, 401k with company match, and flexible paid time off.

Please note: Base compensation will depend on multiple factors, including geographic location, qualifications, and experience.

We foster an environment such that all people are afforded the freedom to pursue their passions without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.